Customer Service Advisor - Private Leakage

Customer Service Advisor – Private Leakage Team Make a measurable difference to customers, communities and water efficiency. Purpose and Scope of the Role Tetra Tech is seeking a Customer Service Advisor to join its Private Leakage Team in Cardiff on a six-month fixed-term contract, with the possibility of extension. You will manage a high volume of customer-side leakage cases, covering supply pipes and plumbing losses, and help achieve fair, practical resolutions for customers and the business. Working with customers, third parties and internal teams, you will investigate responsibility for land, property and pipework, using Land Registry searches and statutory powers under the Water Industry Act 1991. Your responsibilities will include managing case workflows, preparing legal notices, responding to complaints, maintaining accurate records, drafting internal recharging communications and communicating by telephone, email and letter. Your Impact in this Position You will take ownership of a varied caseload, ensure cases progress efficiently and help improve processes and customer outcomes. With training, a personal development plan and a transparent career pathway, you will have the opportunity to develop specialist knowledge and progress your career with Tetra Tech. Core Capabilities Organisation and ownership: Manage a substantial workload, prioritise competing demands and maintain accurate case records and correspondence. Customer communication: Communicate clearly and professionally with customers and third parties, including during challenging conversations or conflict. Investigation and judgement: Research land, property and pipework responsibility, interpret information and recommend balanced solutions. Problem solving and improvement: Identify practical resolutions and contribute ideas that improve efficiency and service delivery. Digital and Welsh language skills: Use standard Microsoft applications confidently and communicate confidently in Welsh, verbally and in writing. Qualifications and Training You will hold GCSE English or Welsh at grade A–C, or an equivalent qualification, alongside relevant customer service, administration or case management experience. Training will be provided in Land Registry searches, leakage processes and statutory powers. Experience in the water sector, complaint handling or legal administration would be desirable. Work Patterns and Locations This is a six-month fixed-term contract, with the possibility of extension. It is a 40-hour-per-week, Monday-to-Friday, office-based role in Cardiff. Working hours follow a four-week rotating shift pattern: Week Working hours Week 1 8:00 am–4:30 pm Week 2 9:00 am–5:30 pm Week 3 9:30 am–6:00 pm Week 4 8:30 am–5:00 pm The rotation then repeats.