Debt Advisor

City:
Cardiff

Address:
Cardiff, Wales, GB, CF3 0XT

Job Requisition Number 8930

Work Type 18 month Apprenticeship

Job Function Customer Services

Salary Range £25,949

Base South East Hub

Closing Date Sunday 26th July 2026 at 23:59

Over 18 months, you will rotate through key customer revenue teams including Payment Services, Debt Team, Business Collections and Litigation. This will give you a full view of the customer journey—from setting accounts up correctly and resolving payment queries, through to early arrears conversations, complex case management and late‑stage recovery activity.

You will work towards a recognised collections/customer service accreditation through structured learning, tutor support and evidence gathered from your real work. You will learn negotiation, problem‑solving, customer communication, vulnerability awareness, compliance, account management and how to make fair decisions in complex customer situations to deliver a world‑class service.

This is a permanent position, with the first 18 months dedicated to the apprenticeship programme. We are looking for people who want to learn, grow and turbo‑charge their career as a future collections specialist.

You do not need previous collections experience. We are looking for people who are customer‑focused, curious, resilient and able to communicate with empathy and clarity. You should be comfortable learning new systems, asking questions, receiving feedback and handling conversations where customers may need reassurance, support or negotiation.

You will earn while you learn, gain specialist skills, receive structured support and build experience in a role that genuinely matters. Strong collections is about helping customers take control, keeping them out of debt where possible and making sure every conversation is fair, respectful and useful.

As a Collections Specialist Apprentice, you will learn how to support customers with their water bills through the full collections journey, from early support and payment‑plan conversations through to more specialist case handling. You will rotate through teams in the Customer Revenue department to build a broad, practical understanding of how Welsh Water prevents debt, supports customers in financial difficulty, resolves issues fairly, and protects the income needed to deliver essential services.

• Speaking with customers in a professional, empathetic and clear way, helping them understand their account, arrears position and available payment/support options.
• Support customers to set up realistic and sustainable payment arrangements and encourage early engagement to help prevent arrears escalating.
• Learn and apply debt collection negotiation principles, including how to reach appropriate repayment solutions while treating customers fairly.
• Complete a placement focused on payment types, payment allocation, insolvency, Breathing Space, low‑value plans and how accurate administration supports good customer outcomes.
• Develop early‑arrears skills through inbound and outbound customer contact, call handling, payment plan conversations, account review and customer‑focused collection activity.
• Build knowledge of commercial accounts, aged debt, customer account maintenance and case progression within business collections.
• Understand late‑stage arrears activity, legal and regulatory considerations, customer vulnerability, fair decision‑making and when escalation is appropriate.
• Resolve customer service problems by identifying the cause, considering customer circumstances and working with colleagues to put things right.
• Learn how to recognise vulnerability, gather relevant information and signpost customers to appropriate support, tariffs or specialist teams where needed.
• Work in line with Welsh Water policies, regulatory requirements, data protection, quality standards and agreed business procedures.
• Collect evidence from real work, tutor sessions, professional discussion and workplace examples to support accreditation and role development.
• Work with buddies, mentors, team leaders and accredited tutors; seek feedback, reflect on learning and build confidence across each placement.
• Develop the…