Job Description

Job Introduction
Retail and Customer Service Support Administrator - Cardiff
Join a leading utilities company that champions innovation and service excellence. At Last Mile Asset Management and Icosa Water, part of the Last Mile Group, we're proud to deliver high-quality solutions across the multi-utility sector. Our Cardiff team is growing, and we're excited to welcome a Retail and Customer Service Support Administrator on a 12-month fixed-term contract.
As a Retail and Customer Service Support Administrator, you'll support the day-to-day operations of customer service and billing across water, wastewater, and heat services, helping us deliver exceptional customer experiences through proactive communication, organisation, and a passion for service. By using your excellent communication skills, verbally and written, you'll ensure every customer interaction is clear, accurate, and positive, contributing to a seamless customer journey.
What's in it for you as a Retail and Customer Service Support Administrator?
Here at Last Mile, we pride ourselves in providing a great range of benefits including a fantastic amount of annual leave.

• 25 days holiday, increasing after 2 years by 1 day each year 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
• Life assurance (x4 annual basic salary)
• Refer a friend incentive
• Wagestream
• Employee assistance programme
• Private medical insurance*
• Company sick pay*

*Some of our benefits are only applicable when you have successfully completed your probation period*
Your responsibilities as a Retail and Customer Service Support Administrator:

• 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.

Experience / Knowledge:

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

Have you got the drive to go to the Last Mile as a Retail and Customer Service Support Administrator? Apply now!
We aim to keep candidates informed throughout the process and encourage you to apply promptly as we may close the vacancy early if sufficient applications are received.
About us:
Last Mile is one of the largest last-mile multi-utility businesses in the UK.
We understand construction and we know utilities. We take responsibility for the 'last mile' of infrastructure that connects developments to wider distribution networks.
Our strong history in gas and electricity connections, deep knowledge of the industry and secure investor backing means we can provide a comprehensive multi-utility solution that includes clean (ground source) heat networks, electricity, water and wastewater.
Working through our operating companies (in South of England and Wales), (in Scotland, North Wales and the North of England) and our asset adoption business , we offer a 'one-stop shop' for new utility connections.
We're proud to be both a certified business and a Living Wage Employer, reflecting our commitment to supporting and valuing our people.
For further enquiries, contact or visit our website at
At Last Mile, we are proud to be an equal opportunities employer. We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply.

Skills Required