Customer Advisor

Select how often (in days) to receive an alert:

City:
Cardiff

Address:
Cardiff, Wales, GB, cf30lt

Job Requisition Number 9129

Work Type Permanent

Job Function Customer Services

Salary Range £26,200

Base Linea

• We are currently recruiting for two Customer Advisor intakes, with successful candidates starting in early December 2026 and early January 2027. Further details on start dates and allocation will be discussed throughout the recruitment process.
• Interviews for this role are scheduled to take place during the week commencing 19th October at our Head Office in St Mellons, Cardiff. If you need to travel to the office by public transport, we offer a minibus service that can pick employees up from either Tesco or the Texaco garage in St Mellons. (For the interview, however, you will need to make your own travel arrangements to attend).
  
  Full details will be provided should you be successful in being shortlisted/securing the role.
• You will complete 9 weeks of training, working 9am to 5pm Monday to Friday. Due to the detailed nature of the training programme, we are unable to authorise extended periods of annual leave during this time. Please consider this before applying and provide details of any pre-booked commitments during the recruitment process.
• Following training, you will move onto a 5-week rolling rota, which can be discussed in more detail if you are invited to interview.
• To best support, you through your development you will be based full time in the office for your first 6 months so we can provide coaching & support. There is an opportunity to move to our hybrid working model upon completion of your probationary period.

Resolving all queries on topics such as billing queries or any clean water or wastewater incidents with exceptional communication across different contact channels. The role is demanding and rewarding in equal measure and will suit those who have a genuine passion for helping people.

This will include:

• Being the first point of contact for our customers, demonstrating positivity and a passion for resolving customer issues.
• Consistently listening, questioning and probing to devise the best strategy to resolve customer queries and account issues.
• Building rapport to understand our customers’ needs, identifying vulnerability and negotiating the best way forward.
• Demonstrating our company values to help us achieve our company vision.
• Supporting customers and colleagues through effective communication.
• Developing enhanced system and process knowledge and contributing to continuous improvement.
• Understanding and mastering the power of language, tone and empathy whilst communicating with balance and commerciality.

The following qualifications, experience, behaviours and skills are required:

• Excellent verbal and written communication skills.
• A friendly and positive manner when speaking with customers.
• Confidence using IT systems. We use a variety of systems and will provide full training.
• Honest and professional at all times.
• Resilient with strong problem-solving skills and the ability to manage challenging situations.
• Open to feedback, self-improvement and learning new skills.
• Confidence with numbers and explaining what they mean, such as discussing customer bills and payment plans.
• Strong attention to detail and the ability to retain information.
• The ability to make decisions confidently and effectively.

If you speak Welsh, please let us know. We have a dedicated Welsh-speaking department and are actively looking for Welsh speakers to join our team.

As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary will…