Customer Care Advisor (CRO)

What you’ll be responsible for

As a Customer Care Advisor, you will play a key role in delivering a world class customer experience across all service channels. You will manage and resolve written and verbal customer enquiries, complaints, escalations, and regulatory requests. You will ensure issues are fully investigated, root causes understood, and fair outcomes achieved for customers while supporting the organisation’s regulatory and compliance obligations. This role requires strong communication skills, attention to detail, and the ability to collaborate effectively across departments to improve service and prevent repeat issues.

Who you’ll work with

• Work closely with all Welsh Water business units to keep customers informed, improve customer experience and C-MeX / B-MeX


• Attend team meetings and huddles to share insights, lessons learned and updates.

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About you

Essential

• Experience resolving complex or escalated customer issues.


• Excellent written and verbal communication skills.


• Strong problem‑solving skills and root‑cause analysis ability.


• High attention to detail and ability to manage multiple priorities.


• Strong stakeholder‑management and relationship‑building skills.


• Good understanding of organisational policies, procedures and regulatory obligations.


• Competent use of multiple systems (SAP, RapidXtra, Tallyman, Microsoft Office).


• Customer‑centric with empathy and fairness in decision-making.

Desirable

• Ability to communicate in Welsh (written and verbal).


• Coaching or mentoring experience.


• Experience with data analysis and reporting

Good to know

Benefits

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