Craig Smyth

Customer Liaison Case Manager @ Dŵr Cymru Welsh Water

About

I’m a customer-focused professional with over 12 years’ experience in customer service, administration, and finance support roles across highly regulated sectors such as utilities, finance, and secure data management. I’ve recently relocated to Montpellier, France, and I’m now looking for English-speaking roles where I can contribute my experience, adaptability, and passion for delivering exceptional service. In my most recent role at Welsh Water, I managed complex customer complaints from start to resolution, acting as the sole point of contact while coordinating across departments and booking field engineers. I’ve also worked in finance (accounts receivable), customer billing, and call centre environments, always with a strong focus on compliance, empathy, and clear communication. I thrive under pressure, enjoy solving problems, and take real pride in creating positive outcomes for customers. I’m comfortable using systems like SAP, CRM platforms, and the Microsoft Office suite, and I’m always eager to learn more. I'm now hoping to join a company that values service, reliability, and people. 📍Based in Montpellier | Eligible to work in France with a Carte de Séjour Je continue à améliorer mon niveau de français (B1-B2) et je suis motivé à évoluer dans un environnement bilingue.

Country

France

City

Montpellier

Industry

Utilities

Skill

Communication, CRM Tools, Microsoft Outlook, French (B1–B2 Level), Bilingual Communication (English/French), Microsoft Office, Microsoft Excel, SAP, Account Reconciliation, Payment Collection, Invoice Processing, Accounts Receivable (AR), Record Keeping, Calendar Management, Scheduling, Data Entry, Organization Skills, Time Management, Office Administration, Administrative Assistance

Experience

Customer Liaison Case Manager

Dŵr Cymru Welsh Water

2020-3 - 2024-6 · 4 yrs 4 mos

Cardiff, Wales, United Kingdom

Acted as the primary point of contact for customers with high-level complaints and complex queries. Case-managed each issue from intake to resolution, ensuring clear and regular communication throughout. Liaised with internal departments, engineers, and planners to resolve problems and deliver repairs. Managed expectations and handled sensitive customer situations with empathy and professionalism. Used SAP and multiple internal systems (8+) to document and progress cases in compliance with regulations.

Accounts Receivable Clerk

HSS HIRE SERVICE GROUP LIMITED

2017-9 - 2020-3 · 2 yrs 7 mos

Manchester, England, United Kingdom

Managed day-to-day accounts receivable operations within the finance department. Created and issued invoices, maintained client accounts, and processed payments. Investigated and resolved discrepancies to ensure accurate financial records. Maintained the accounts receivable ledger and prepared regular reports. Used SAP and internal systems to streamline and document processes.

Customer Service Executive

Shred-it

2015-7 - 2017-9 · 2 yrs 3 mos

Manchester, England, United Kingdom

Handled inbound calls and emails from business clients regarding secure document destruction services. Resolved customer issues promptly and professionally, ensuring SLA compliance. Worked closely with regional account managers to deliver excellent client support and retain contracts. Navigated strict industry regulations with a strong focus on confidentiality and compliance. Played a key role in maintaining long-term customer relationships.

Billing Customer Service Advisor

Thames Water

2011-12 - 2015-7 · 3 yrs 8 mos

Swindon, England, United Kingdom

Provided telephone support to customers with queries regarding billing, payments, and account updates. Processed move-in/move-out requests and updated personal data and meter readings. Met daily and weekly KPIs in a high-volume call centre environment. Maintained compliance with industry regulations and internal procedures. Delivered clear and empathetic communication, even in difficult conversations.