Date: 22 Jul 2026
Company: DWR Cymru Cyfyngedig Welsh Water Plc
City: Cardiff
Address:
Cardiff, Wales, GB, CF3 0LT
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Job Requisition Number 8983
Work Type 12 Months FTC
Job Function Customer Services
Salary Range £35,833.00 -£39,163.00
Base South East Hub
Closing Date Sunday 16th August 2026 at 23:59
What you’ll be responsible for
Coaching and developing advisors in the contact centre in various ways including call listening, quality feedback and process guidance to ensure that individual, team and department targets are achieved.
Being hands on, managing and motivating your team to deliver great customer service. Establishing a high-performance culture by setting and continuously reviewing SMART goals and performance indicators and following company guidelines.
Gathering data from a range of sources to help with optimising team working practices through continuous improvement, innovation, and best practice to increase customer satisfaction and cash collection.
Establishing and maintaining effective working relationships within the team and other parts of the business to ensure goals are supported and delivered.
Promoting awareness around health & safety procedures - being accountable for your own health & safety and having a duty of care to your colleagues and anyone affected by the work you do.
Undertaking any other duties as required to meet the needs of the business.
About you
Experience of managing people and HR practices
Experience of coaching and mentoring a team to maximise its performance and engagement
Experience of managing health and safety
Experience of delivering successful change within a team
Able to communicate well, actively listen and respond appropriately to solve problems
Able to guide, inspire and motivate your team to perform effectively
Able to work to tight deadlines, sometimes in difficult circumstances
Able to use Microsoft software packages along with the company’s internal packages
Good to know
Hybrid working between office and home
Shifts between 0800-1800 with 1 Saturday 09:00-13:00 in 5
1st interview on teams Wednesday 26th August
2nd interview in person in Linea office Thursday 3rd of September
If you would like further information on this role, please contact
[email protected]
Benefits
As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
Option to buy additional annual leave up to 5 days per year
Enhanced employer pension contributions – Up to 11% employer contributions
Free Mortgage Brokering Services
Enhanced family friendly policies
Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
Gym and fitness discounts as well as high street shopping
Cycle to work scheme
Discount off all Welsh Water visitor attraction centres and gift shops
Car-leasing scheme and free on-site parking at all sites
Health CashBack scheme and access to an online GP service
An employee assistance programme for employees and their immediate family
Many more can be found on our website.
Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.
For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.
Who we are
Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.
To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.
We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work.
To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.
In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.
Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT
© Dŵr Cymru Cyf 2019.
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