Apprentice Programme


When you think about it, water is the most basic human need. So what we do at Welsh Water is incredibly important – we give three million customers safe, clean water, take away their dirty water and help to protect our beautiful environment.

It’s an awesome responsibility, and we have to earn our customers’ trust every single day. Being the only not-for-profit company in the water industry is certainly a good start.

Being an apprentice with Welsh Water is much more than just a job. It is being a part of a supportive team, it’s forging a career for yourself in the 4th largest business in Wales and gaining skills and qualifications.

Apprentice Customer Service Advisor

Welsh Water’s customer service advisor apprenticeship programmes are a great way to learn more about front-line customer service responsibilities. Our objective is to ensure that we deliver the right outcome for the customer, at the right time and in the most effective way possible, with an aim to earn the trust of customers every day.  This will contribute to the completion of a Level 2 and Level 3 Contact Centre Operations qualification.

What to expect
During your two year apprenticeship, you will attend on-site training delivered by one of our trusted providers covering topics including, processing customers’ information, dealing with customers using specialist software and resolving customer service problems, all whilst under the expert guidance of your buddy.

Working closely with your experienced buddy, we’ll teach you how to:

  • Resolve customer queries first time to prevent repeat contacts
  • Ensure accurate data is captured on every contact
  • Support in the reduction of debt for our customers
  • Adapt to changing priorities within the department, for example, in the event of significant weather incidents.

As well as the on-the-job skills that you will gain while working with passionate and experienced colleagues, you will develop your confidence working in a high volume environment, your depth of understanding of the role and a range of Contact Centre skills.
The time to be part of Welsh Water is now. Contact Centres are no-longer just offering jobs, they offer careers and development opportunities. Some of the most senior managers in the Contact Centre at Welsh Water started their careers as customer service advisors!

What do we need?
As well as an individual who really believes in Welsh Water’s mission and values, you will be a person who can communicate effectively and build rapport with our customers, whether that be on the phone or in some cases over web chat. You will have bags of personality and be able to work with initiative.
As well as the above;

  • You will need English and Maths GCSE at Grade C or above, or equivalent.
  • You need to be available to start with us on 5 August 2019
  • Applying for our apprenticeship programme is like applying for a job so you will have to go through our application process. You will also have to attend an assessment centre to meet our team.

Our Contact Centre is in St Mellons, Cardiff and all roles will be based here.

Trainee Technical Process Operator

Do you have a Level 3 qualification in Mechanical Engineering and can see yourself transferring your skills into a Trainee Programme?  As a Trainee Technical Process Operator you will be involved in the operation of advanced digestion within wastewater treatment, as well as food waste processing, with a dedicated and passionate team, with the strong possibility of becoming a full-time colleague upon completion.

The great part of this role is it can take you different parts of the country, as well as teach you some of the amazing additional benefits, treating wastewater the way we do, brings customers here in Wales.

As a Trainee Technical Process Operator you will learn how to:

  1. Operate an Advanced Anaerobic Digestion (AAD) and waste water treatment works
  2. Ensure correct compliance to company standards and procedures including Health & Safety
  3. Formulate effective and efficient cost reduction plans and savings for operating activities with an Area Supervisor and other team members.
  4. Liaise with our Mechanical, Electrical and Instrumentation craftsmen on revenue and reactive capital maintenance work.
  5. Participate in a task team for shut-downs.
  6. Learn how to operate our SCADA (supervisory, control and data acquisition) systems, which are used to monitor and control the processes on-site.
  7. Run a shift on your own.

This is not an exhaustive list as the role will require you to participate in a number of other learning activities relevant to the role.

During your 2 year programme you will participate in our Level 3 Competent Operator for AAD and Process Operating, company-led training programme where you will be a full-time (37hrs) colleague in wastewater treatment works across Wales.  The opportunity to work pan-Wales ensures you have exposure to a variety of processes and equipment used within Welsh Water and it is likely that you will be required to spend a period of time in North Wales.

This role has a high likelihood of converting into a permanent position and candidates could be placed anywhere in Wales, and with some of the most beautiful parts of the world right here on the doorstep, it’s a great chance to explore.

Minimum requirements:

  • GCSE English, Maths and Science Grade C or above.
  • BTEC Level 3 Mechanical (or related) Engineering discipline
  • You must have the right to legally live and work in the UK, have passed your driving test and obtained your photo-card license.

Applications for our other Apprenticeship Programmes are currently closed.  They will reopen in Spring 2020.

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