Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.
This role will be within our Developer services team. Our developer services team connects water and wastewater services, installs lateral drains, and enables new developments access to vital water and wastewater services.
Want to be a part of it?
What will you be doing?
We are seeking a proactive and organised Customer Service Advisor to join our team for a critical 6-month period. This role is essential in managing the surge in customer requirements following the annual billing hike for reactive metering.
You'll serve as the primary link between Welsh Water customers and our field technicians, ensuring that the appointment lifecycle is managed with precision and empathy.
We'll need you to handle high-volume booking, rescheduling, and cancelling of reactive metering appointments using internal scheduling systems.
You'll handle inbound inquiries and making outbound calls to customers regarding their meter billing, installation timelines, and access requirements.
We'll need you to monitor work queues to ensure all appointments are allocated to field teams within agreed Service Level Agreements (SLAs) along with resolving c ustomer disputes or logistical issues related to the billing hike to prevent service delays.
You'll maintain meticulous records of customer interactions and updated appointment statuses to support accurate billing reporting.
What you’ll bring
Do you have previous experience in a high-volume call centre, dispatch, or scheduling environment? This is highly desirable.
Have you got exceptional verbal and written communication skills with the ability to explain complex billing/metering updates clearly?
Do you have the ability to quickly learn scheduling software and manage multiple databases (SAP and Salesforce)?
Are you comfortable handling high call volumes and potential customer frustrations associated with billing increases?
While not always mandatory, the ability to communicate in Welsh is a significant advantage for this role given the service area.
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include;
Matched or contributory pension scheme
Online GP service, 24 hours a day, 365 days a year
Employee assistance programme
My Rewards portal, access to 1000’s of retail discounts
Life assurance
Cycle to work, salary finance and give as you earn schemes
Enhanced maternity, paternity leave and adoption leave
Reward and recognition scheme
In addition, this role offers;
Discretionary bonus scheme
25 days annual leave plus bank holidays
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About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
We’re responsible and go further for our people, clients, communities and the planet
We’re open and seek new and better ways of exceeding expectations
We’re together and as one team; the whole is greater than the sum of the parts
We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3 rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
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