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- Tasks: Manage customer queries about metered consumption and leakage with empathy and efficiency.
- Company: Join South West Water, a leader in providing quality water services in the beautiful South West.
- Benefits: Enjoy generous holidays, a competitive pension, and opportunities for ongoing training and development.
- Why this job: Be part of a proactive team committed to environmental change and customer satisfaction.
- Qualifications: GCSE Grade C or equivalent in English and Maths; strong communication skills required.
- Other info: Diversity is celebrated here; be yourself and contribute to a culture of belonging.
The predicted salary is between 22000 - 29000 £ per year.
Metered Consumption and Leakage Case Manager
Exeter, England /Customer Service /Permanent full-time
Metered Consumption and Leakage Case Manager
AtSouth West Waterwe believe that the strongest businesses are built on solid, stable foundations – with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Are you looking for a role where you can use your experience to bring about real change within a proactive and environmentally conscious company?
We currently have an opportunity available for aMetered Consumption and Leakage Case Manager to join our team working in Exeter.Joining us on a full-time, permanent basis, you will receive a competitive salary of £25,946 per annum plus excellent benefits.
About the role:
As a Metered Consumption and Leakage Case Manager, you will be working within the Revenue Management function in the Metered Consumption & Leakage Team at South West Water. You will be the voice of our company, responsible for solving customers’ unexplained consumption and leakage queries quickly and efficiently. You are trusted and empowered to provide customers with resolution and peace of mind regarding their queries. You will talk to our customers through a variety of communication channels, although initially your role will be focused on outbound telephone contacts.
What you’ll be doing
- Delivering consistent high-quality customer service as measured through ODI performance whilst supporting the Pennon Strategy and championing the Pennon Values
- Creating bespoke letters to respond to written customer contact, within the agreed internal timescale ensuring that the responses provided meet the Company’s DG targets
- Handling customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution
- Reviewing of charge lines, dates, backdating of charges and validation of charges
- Determining eligibility for in policy and outside of policy leak allowances
- Account update requests from other teams within the business, inclusive of complex requests from the Complaints Team
- Consistent and correct application of governance activities relating to SWW’S/B/W policies, procedures, or financial management
- Point of contact for Tata Consultancy Services (TCS) to deal with ad-hoc escalated contacts of a complex nature, transferring process and policy knowledge through WebEx, conference calls and quality
- Taking ownership to provide end to end customer service throughout the high consumption and customer leakage process
- Identifying specific customer needs through active listening and interpreting customer behaviours to offer additional services, affordability tariffs
- Liaising with South West Water field staff, our Partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines
- Following through on committed actions, ensuring promised timescales are met and customers are kept informed of changes
- Being responsible for the correct application of relevant governance relating to policy, procedure, or financial management
- Positively contributing to identifying process improvement opportunities or highlighting corrective activities to ensure maximum team performance is achieved
What we\’re looking for
- Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
- Ability to identify and apply Leak Allowance and GSS
- Able to compile a substantive and structured letter/email
What\’s in it for you
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Access to the Company Sharesave Scheme
- And more!
Closing Date: 25th July 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid – Build trust and be trusted. Be the one we all look to and can depend on.
Be You – We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future – Embrace change. Drive Progress. Own the challenge.
We\’re always pleased to hear from talented people. So if you have any questions about the opportunities that we have available, or if there\’s anything else you\’d like to know before you apply (or indeed during the application process), please don\’t hesitate to send your details to our Talent Acquisition Team.
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Metered Consumption and Leakage Case Manager employer: South West Water
Contact Detail:
South West Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Metered Consumption and Leakage Case Manager
✨Tip Number 1
Familiarise yourself with South West Water's values and mission. Understanding their commitment to sustainability and customer service will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare to discuss your experience in customer service, particularly in handling complex queries. Think of specific examples where you've demonstrated empathy and problem-solving skills, as these are crucial for the Metered Consumption and Leakage Case Manager role.
✨Tip Number 3
Brush up on your knowledge of leak allowances and governance policies related to water consumption. Being able to speak confidently about these topics will set you apart as a knowledgeable candidate who can hit the ground running.
✨Tip Number 4
Network with current or former employees of South West Water if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Metered Consumption and Leakage Case Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Metered Consumption and Leakage Case Manager position. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service or roles that required problem-solving skills. Mention specific examples where you successfully handled customer queries or resolved issues.
Craft a Strong Cover Letter: Write a personalised cover letter that reflects your understanding of South West Water's values and mission. Explain why you are passionate about contributing to their goals, particularly in relation to environmental consciousness and customer service.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A well-presented application demonstrates attention to detail and professionalism, which is crucial for this role.
How to prepare for a job interview at South West Water
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Metered Consumption and Leakage Case Manager. Familiarise yourself with the key tasks mentioned in the job description, such as handling customer queries and applying leak allowances.
✨Showcase Your Communication Skills
Since the role involves a lot of customer interaction, be prepared to demonstrate your communication skills. Practice articulating your thoughts clearly and empathetically, especially when discussing how you would handle customer queries.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully resolved customer issues or improved processes, and be ready to discuss them.
✨Align with Company Values
Research South West Water's core values and think about how your personal values align with theirs. Be ready to discuss how you embody these values in your work, particularly 'Be Rock Solid', 'Be You', and 'Be the Future'.
