Welsh Water Employee Reviews for Customer Service Representative

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1.0
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Awful place to work!
Customer Service Advisor (Former Employee) –  St Mellons, Cardiff13 August 2019
Inadequate training for what is a multi-faceted complex role.
Insufficient staff to cater for call volumes resulting in coaches having to take customer calls when they are supposed to be available to help new starters and team members.
Managers/Coaches never around when you need assistance.
It's frowned upon if you ask experienced colleagues for assistance.
You should be able to work as a team and help each other surely?
Shifts constantly changing, some until 8 pm and occasional Saturday mornings.
Penalised for taking comfort breaks!
Targets changing all the time - no consistency.
Get the impression that they take staff on for the busy billing period then let them go after 6 months by conveniently failing them on their 6 month probationary period. They find every little thing that you ever did wrong whilst you were learning the role and then hold it against you after 6 months, to justify them in letting you go.
Insufficient training where customers are in considerable debt and you are expected to set up an appropriate payment plan.
Call-centre culture is immature with silly games/quizzes and dressing up your desk for numerous obscure reasons.
Call centre management are downright rude and talk down to you.
If you like being bombarded with endless customer calls, getting frustrated when you need help and there's nobody available, not to mention the constantly varying shift patterns....... then this is the job for you!
Good luck (you'll need it!)
Pros
Free parking - If you get there early.
Cons
Ever changing shifts, inadequate training, cliquey management, poor pay.
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2.0
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Poor management
Customer Service Advisor (Former Employee) –  Cardiff8 August 2019
Top bosses don't care about call centre staff. You are a number at the end of the day with no feelings. Pretty shocked with the turn over of staff and the amount that go off on sick due to stress, yet nothing is done to try and solve or let alone help their employees.
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2.0
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Poor pay and management
Customer Service Advisor (Former Employee) –  Cardiff, Cardiff11 June 2018
Pay is poor and below most other call centres in Cardiff. Most of the managers are good, however I was with a manager who just didn't care and failed to given the correct training, which resulted in me leaving
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1.0
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Dont work in the cardiff office
Customer Service Advisor (Former Employee) –  Cardiff23 February 2016
I worked in the St Mellons Building and it was unbearable, I was forever feeling that I was being watched and listened to, and felt so uneasy at al times, as did a lot of other people. The management are so unprofessional, and very clicky with long term employees. The teams are also very clicky, and do not make you feel welcome at all. Why employ new staff if you don't want them there? that's my question.
Pros
Nice Restaurant
Cons
Horrible team and Management
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Overall rating

3.6
Based on 66 reviews
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