Customer Resolution Officer

Customer Resolution Officer – Dör Cymru Welsh Water

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• Job Requisition Number: 8132
• Work Type:
  Temporary (18 month FTC)
• Job Function:
  Customer Services
• Salary: £30,305.00
• Base:
  South East Hub
• Closing Date: 23:59 on 05/01/2026

• Take ownership of effective customer communication both internal and external at all times.
• Ensure full compliance with Service Level Agreements and regulatory requirements.
• Be named point of contact and manage case load activity to ensure the customer has no reason to chase and has no cause to complain due to lack of communication.
• Be responsible for prioritising and scheduling work for both customer service and environmental incidents to the available operational resources, ensuring efficient use of resources whilst delivering to our Service Level Agreements (SLAs) and regulatory requirements, including TMA.
• Be responsible for scheduling both planned maintenance and reactive tasks to field operatives, ensuring timescales are adhered to and full job instruction followed through. This will include regular customer interaction, keeping the customer informed on progress, with any risk of failing to meet customer expectations escalated immediately.
• Be responsible for actively monitoring incoming feedback and releasing follow‑on tasks where required to ensure continuity of workflow in a timely manner.
• Manage field operations resource efficiently, producing an effective schedule of work, minimising travel/sleep‑time requirements and overtime by use of DCWW IT systems and processes.
• Undertake network assessments using GIS, Watercore, SAP and other software packages to provide data analysis that could identify possible issues at the earliest opportunity, appropriately escalating “Investigate No Water’s” (INW’s) and water‑quality issues in line with procedure.
• Develop and maintain strong working relationships with Network Operational and Technical teams, and other areas of the business, to ensure DCWW meets its performance targets. Ensure all customer incidents within remit to be technically completed are contacted to ensure full resolution of incident prior to closure.
• Use Operational Performance reports to classify and “TECO” open notifications in SAP, to support highest confidence rating in regulatory reporting.
• Identify and escalat[e] any reactive work that could lead to wide‑scale customer and environmental impact.
• Ensure all data collection is of high standard to satisfy internal and external audits; manage customer call backs through C4C Inbox for designated areas of the business and achieve technical completion of orders where authorised.
• Complete “Final Call Back” calls to customers following completion of DCWW site activity in a timely and professional manner.
• Identify opportunities to improve performance and customer service delivery.
• Contribute to DCWW meeting our CMEX targets and maintain compliance with regulatory requirements.

Internal

• Welsh Water Senior Staff
• Water Regulations
• Vulnerability Team
• Billing
• OCC and BCC
• Private Leakage Team

External

• Customers
• Local Authorities – Councillors/AMs/MPs
• Other Customer Stakeholder groups eg Consumer Council for Water (CCW) and Ofwat
• External Training providers

• Experience gained and thorough understanding of Water/Wastewater services delivery and competence in Water Services Operations.
• A proven track record in providing excellent customer service.
• Enthusiastic about putting our customers first every day.
• Enthusiastic, self‑motivated, with an eye for detail, and able to demonstrate excellent organisational skills.
• Ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment.
• Knowledge of the operational business with the ability to ensure excellent customer service in all situations.
• High level of customer‑handling skills to support the operational business in the delivery of excellent customer service.
• Ability to work to defined deadlines and prioritise workload in order to meet those deadlines.

• This is a temporary 18 month secondment.
• Th…