Retail & Customer Service Support Administrator

Retail and Customer Service Support Administrator – Cardiff

We are seeking a Retail and Customer Service Support Administrator to support the day‑to‑day operations of customer service and billing across water, wastewater and heat services. The role requires excellent verbal and written communication skills to ensure that every customer interaction is clear, accurate and positive, contributing to a seamless customer journey.

Benefits

• 25 days holiday, increasing by 1 day each year after 2 years up to 30 days, plus 9 public holidays
• Holiday buy scheme
• Discretionary bonus
• EV and ULEV salary sacrifice scheme (subject to minimum length of service)
• Cycle to work salary sacrifice scheme
• Up to 7% employer pension contribution
• Volunteering Day
• Life assurance (x4 annual basic salary)
• Retail, travel and leisure discounts via our MilesMore benefits platform
• Refer a friend incentive
• Steam – Financial wellbeing platform
• Employee assistance programme
• Hybrid Working
• Private medical insurance
• Company sick pay

Responsibilities

• Produce accurate water and drainage reports to support new home buyers.
• Proactively identify and onboard new customers using internal and external data.
• Maintain and update a complete, accurate customer database.
• Deliver responsive and proactive communication to customers across calls, emails, and letters, including service updates and operational impacts.
• Support customer billing processes, including commercial billing and aggregated data for incumbents.
• Apply a strong “right first time” approach with problem‑solving, IT skills, and a proactive, customer‑centric mindset.

Qualifications

• Understanding of the Water Industry is beneficial and considered an asset.
• Prior experience in handling customer queries with a focus on delivering effective resolutions.

We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply. We are proud to be an equal opportunities employer.

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