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We are looking for Customer Service Advisors to join CCW, the independent voice representing water consumers in England and Wales.

Working as part of the newly created consumer relations telephone team based in Cardiff, you will handle incoming calls from customers about their water supplier providing guidance and information, answering questions and taking up unresolved water company or retailer complaints. The ideal candidate will have previous experience of complaint handling and resolution within a contact centre environment, or a background in telephony-based customer service.

This is a fantastic opportunity to be part of a new team in Cardiff city centre who make a difference to everyone who uses water, both now and in the future. You will have the opportunity to flourish in an organisation committed to equality, diversity and inclusion.

Job summary

To help transform our Consumer Relations Team into a Centre of Excellence in Consumer Complaint Handling for Water customers we are looking to recruit a front-facing, high volume, fast-paced, operational team to handle incoming telephone complaints and enquiries.

The Team will work to resolve all manner of enquiries and complaints at the point of contact.

In the last 12 months CCW has received over 12,000 contacts (telephone and written) from water customers who have been unable to resolve their issues directly with their water company.

We are looking for motivated and dedicated customer friendly people to join the team to play an important role to ensure that CCW provides a professional and empathetic response to customers, providing front line advice and information to resolve their issues.

About the Role

You will be working as part of the Consumer Relations Team. Your main responsibility is to answer all incoming calls in a professional manner; direct customers to their water company in the event they have not previously made contact with them directly; provide on the spot advice and complaint resolution; send information to customers in response to enquiries; and set up and maintain enquiry and complaint records.

Telephone calls are varied and unpredictable in nature. Calls are received from residential and business customers. Calls range from customers seeking contact details for their own water company; advice and information on billing and charges, and support to resolve more complex operational matters such as sewer flooding. You will need to be empathic in your approach, especially because of the impact the cost of living crisis is having on many people.

Essential

• Experience of working in a front-line delivery role.
• Excellent written and verbal communication skills to convey information correctly and concisely.
• Proficient IT skills to allow for accurate and timely recording of information.
• Ability to log and record information appropriately in the correct systems.
• Excellent organisational and time management skills.
• Analytical skills to digest and interpret information from a range of sources.
• Ability to use your own initiative, intuition, and effectively communicate with customers and colleagues.
• Ability to seek out new and improved ways of working, make suggestions to colleagues and managers and always strive to do deliver to high standards.

Desirable

• Be a fluent Welsh Speaker, able to answer queries from customers in Welsh and support our Welsh Language commitment.

Job contact :

Name :
Sarah Millar
Email :
[email protected]
Telephone :
07968 862640

Recruitment team :

Email :
[email protected]