Keeping your water flowing from home

Back in March 2020, Welsh Water was already well underway with something we called ‘Project Connect;’ the launch of a brand-new telephony system that would make things faster and simpler for our customers and our colleagues working in our contact centre.

The pandemic meant that this project had to accelerate - and quickly. Within a week we’d transitioned around 1,000 people to home-working so we could continue to deliver essential services to our customers while our agents stayed safe and worked from home.

We learned a lot over the months that followed about the benefits and the challenges of remote working. And we’re still learning now. From commute freedom and more time to get outside, to juggling childcare and missing coffees with co-workers, we chatted with a few of our colleagues to find out how they’re finding the experience of remote working…

Jason Elward, Specialist Support Customer Advisor

“The most enjoyable aspect of my role is being able to make a difference to the lives of our customers who are in real need.

“I joined Welsh Water in July 2020 when we were already working from home, and I quite like remote working as it allows far more flexibility and it’s much easier to find a proper work-life balance with the unnecessary daily commute taken out of the equation. Luckily for my role, it can be completely undertaken remotely, but I do understand it’s different for others.

“It’s not the same having to build work relationships with people when you’re not in the office and you do miss working around people, but as an only child I’m used to being on my own anyway! And with the advancement of technology, we have mitigated the impact as we’re all just a ‘Teams’ message away and the team are always on board to help!

“I enjoy not having to get out of bed so early and being able to fit work around other commitments but do miss the camaraderie that comes with working in an office environment.”

Ceris Dartnell, Social Media Team member

“I really enjoy my job - it’s really varied having to manage different types of customer queries and I love being able to help customers resolve their issues quickly.

“The way in which we communicate with each other is the biggest challenge we’ve faced since working from home but we’ve now got new ways to get hold of each other quickly if we need to. I received new training during working from home and was very impressed with the way it was delivered.

“I enjoy working from home, especially as it means no getting stuck in traffic on the way to or from work! And the little things are nice - like being able to put your washing on your break or sit and have lunch in the garden enjoying the sunshine (when we have it)!”

Gail Edwards, Specialist Support Customer Advisor

“I help our most vulnerable customers, trying to reduce their charges or sometimes just listening to them. I love that we can offer help and that Welsh Water supports so many people. The nature of my job means some calls can be quite emotional, so I do miss the interaction with colleagues and the emotional support they can provide after a difficult call.

“The best thing about working from home is that I get coffee supplied at regular intervals because my husband is retired! It’s also great to be able to have my dogs, Budweiser and Stowford Press with me in my home office. Little things make a big difference too; it’s lovely to be able to pop into the garden when the weather is nice and to be home when parcels are being delivered.”

Whether we’re in the office or working from home, we’re always here to help answer questions, solve issues, and provide support. Whether you prefer to talk to us online or the phone – we’re here to help!