Customer Service Advisor - Hybrid-Working

Posted 30 March 2023
Salary £22,098 to £23,331
Job type Permanent
Discipline UtilitiesContact Centre

Job description

We are looking for Customer Service Advisors to join CCW, the independent voice representing water consumers in England and Wales.

Working as part of the newly created telephone based consumer relations team based in Cardiff, you will handle incoming calls from customers about their water supplier providing guidance and information, answering questions and taking up unresolved water company or retailer complaints. The ideal candidate will have previous experience in complaint handling and resolution within a contact centre environment or a background in telephony-based customer service.

This is a fantastic opportunity to be part of a new team in Cardiff city centre who make a difference to everyone who uses water, both now and in the future. You will be able to flourish in an organisation committed to equality, diversity, and inclusion.

 We welcome applications from both English and Welsh-speaking candidates with the following salary and public sector benefits package:

  • £23,331 p.a. – Welsh speaking

  • £22,098 p.a. – English speaking

  • Hybrid working – 2 days per week in office upon completion of training period

  • Flexible working options between opening hours Monday to Friday

  • Civil service pension with employer contribution up to 27.1% dependent on salary

  • 25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays

Working pattern

Our core operating hours are between 08.30 am and 17.00 pm Monday to Friday. You will work 37 hours per week with consideration given to those looking to work between 07.00 am and 19.00 pm.


  • Experience working in a front-line delivery role.

  • Excellent written and verbal communication skills to convey information correctly and concisely.

  • Proficient IT skills to allow for accurate and timely recording of information.

  • Ability to log and record information appropriately in the correct systems.

  • Excellent organisational and time management skills.

  • Analytical skills to digest and interpret information from a range of sources.

  • Ability to use your initiative, intuition, and effectively communicate with customers and colleagues.

  • Ability to seek out new and improved ways of working, make suggestions to colleagues and managers, and always strive to do deliver to high standards.


Be a fluent Welsh Speaker, able to answer queries from customers in Welsh and support our Welsh Language commitment.

If this sounds like the opportunity you’ve been looking for then ‘Apply Now’ and a member of the recruitment team will be in touch.