Overview
Retail and Customer Service Support Administrator - Cardiff (fixed-term contract until November 2026). Join a leading utilities company that champions innovation and service excellence. At Last Mile Asset Management and Last Mile Water, part of the Last Mile Group, we're proud to deliver high-quality solutions across the multi-utility sector. Our Cardiff team is growing, and we're excited to welcome a Retail and Customer Service Support Administrator. As a Retail and Customer Service Support Administrator, you'll support the day-to-day operations of customer service and billing across water, wastewater, and heat services, helping us deliver exceptional customer experiences through proactive communication, organisation, and a passion for service. By using your excellent communication skills, verbally and written, you'll ensure every customer interaction is clear, accurate, and positive, contributing to a seamless customer journey.
Benefits
* 25 days holiday, increasing after 2 years by 1 day each year up to 30 days, plus 9 public holidays
* Holiday buy scheme
* Discretionary bonus
* EV and ULEV salary sacrifice scheme (subject to minimum length of service)
* Cycle to work salary sacrifice scheme
* Up to 7% employer pension contribution
* Life assurance (x4 annual basic salary)
* Refer a friend incentive
* Wagestream
* Employee assistance programme
* Private medical insurance
* Company sick pay
* Some of our benefits are only applicable when you have successfully completed your probation period
Responsibilities
* Produce accurate water and drainage reports to support new home buyers.
* Proactively identify and onboard new customers using internal and external data.
* Maintain and update a complete, accurate customer database.
* Deliver responsive and proactive communication to customers across calls, emails, and letters, including service updates and operational impacts.
* Support customer billing processes, including commercial billing and aggregated data for incumbents.
* Apply a strong "right first time" approach with problem-solving, IT skills, and a proactive, customer-centric mindset.
Experience / Knowledge
* Understanding of the Water Industry is beneficial and considered an asset.
* Prior experience in handling customer queries with a focus on delivering effective resolutions.
How to apply
Have you got the drive to go to the Last Mile as a Retail and Customer Service Support Administrator? Apply now! We aim to keep candidates informed throughout the process and encourage you to apply promptly as we may close the vacancy early if sufficient applications are received.
About us
Last Mile is one of the largest last-mile multi-utility businesses in the UK. We understand construction and we know utilities. We design, build, own, and manage the "last mile" of essential utilities infrastructure. With a proven history of delivering multi-utility connections across Great Britain, we provide a full suite of utility infrastructure, including clean heat networks, electricity, gas, water, wastewater and fibre. Through Last Mile and our asset adoption business Last Mile Asset Management, we provide a 'one-stop shop' for new utility connections. We are a Great Place to Work® certified business and a Living Wage Employer, reflecting our commitment to supporting and valuing our people. For enquiries, contact recruitment@lastmile.co.uk or visit our website at www.lastmile.co.uk.
Equal Opportunities
At Last Mile, we are proud to be an equal opportunities employer. We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply.
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