At a Glance
- Tasks: Resolve customer billing enquiries and provide excellent service through written correspondence and calls.
- Company: Join South West Water, a leader in the UK water sector focused on sustainability.
- Benefits: Competitive salary, annual bonus, flexible working, healthcare benefits, and employee discounts.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real difference while developing your career in a supportive environment.
- Qualifications: Customer service experience, strong communication skills, and problem-solving abilities.
The predicted salary is between 30000 - 40000 € per year.
Powered by Water, Driven by Purpose. South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes. We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.
An exciting opportunity has arisen to join our Billing Back Office team as a Customer Care Representative, reporting to the Billing Back Office Team Manager on a full-time permanent basis.
About the Role
This is a front-line role focused on resolving customer billing enquiries quickly and effectively, primarily through written correspondence, with outbound calls where needed. You’ll be empowered to provide clear solutions, reassurance, and a high standard of customer service while managing account amendments, corrections, and complex billing queries. You’ll work closely with internal teams and act as a point of contact for Tata Consultancy Services (TCS), supporting escalated enquiries and sharing process and policy knowledge. Identifying process improvements and contributing to service enhancements is a key part of the role.
Key Responsibilities
- Deliver excellent, empathetic customer service across written and phone channels
- Manage account changes and billing corrections using Rapid Apply GSS, Customer Promises, late billing payments, and affordability solutions
- Promote PSR registration and support customers in water poverty
- Ensure compliance with policies, governance, and the Charges Scheme
- Contribute to continuous improvement and positive team culture
About You
Essential
- Proven customer service experience
- Excellent written and verbal communication skills
- Ability to produce clear, structured customer correspondence
- Strong analytical and problem-solving skills
- Confident collaborating with internal teams and offshore partners
- Good working knowledge of Microsoft packages
Desirable
- Experience in a regulated environment
- Knowledge of SWIMM, Ellipse, Land Registry searches, or billing/tariff adjustment
Ready to make a difference? Join us as our Customer Care Representative and help create a workplace where people thrive.
Benefits
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you plan for your future
- Flexible Working Options – We value work-life balance and offer flexible hours and hybrid working where possible
- Healthcare Benefits – Access to employee assistance programs
- Employee Discounts – On various products and services
- Annual Leave – Take time to recharge with our holiday entitlement
Closing Date: 25th May 2026. We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible. 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 every day. Be yourself and make your mark in your individual way.
- Be the Future – Embrace change. Drive Progress. Own the challenge.
Customer Care Representative - Billing Back Office in Devon employer: Pennon Group
At South West Water, we pride ourselves on being an exceptional employer, offering a supportive work culture that values diversity and inclusion. As a Customer Care Representative in our Billing Back Office, you'll enjoy competitive salaries, flexible working options, and opportunities for personal growth within a company committed to environmental sustainability and community well-being. Join us in making a meaningful impact while thriving in a role that empowers you to deliver outstanding customer service in one of the UK's most beautiful regions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Representative - Billing Back Office in Devon
✨Tip Number 1
Get to know the company! Research South West Water and its values. When you understand their mission, you can tailor your conversations to show how you fit into their vision of a greener future.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, make sure you can express yourself clearly and confidently. Role-play with a friend or use online resources to sharpen your skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at South West Water. Don’t miss out!
We think you need these skills to ace Customer Care Representative - Billing Back Office in Devon
Some tips for your application 🫡
Show Off Your Customer Service Skills:Make sure to highlight your customer service experience in your application. We want to see how you've handled enquiries and resolved issues in the past, especially through written communication.
Keep It Clear and Structured:When writing your application, be clear and structured in your correspondence. Use bullet points or headings if needed, so we can easily see your qualifications and experiences that match the role.
Tailor Your Application:Don’t just send a generic application! Tailor it to the Customer Care Representative role by mentioning specific skills and experiences that relate to billing and customer support. We love seeing candidates who take the time to connect their background to our needs.
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status directly with us!
How to prepare for a job interview at Pennon Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Care Representative in the Billing Back Office. Familiarise yourself with common billing issues and how to resolve them. This will show that you're proactive and ready to tackle customer queries head-on.
✨Showcase Your Communication Skills
Since this role involves a lot of written correspondence, practice articulating your thoughts clearly and concisely. Prepare examples of how you've effectively communicated with customers in the past, whether through emails or phone calls, to demonstrate your strong communication skills.
✨Emphasise Empathy and Problem-Solving
Customer service is all about empathy. Be ready to discuss situations where you've had to handle difficult customer interactions. Highlight your ability to listen, understand their concerns, and provide clear solutions, as this aligns perfectly with the company's values.
✨Research the Company’s Values
South West Water prides itself on its commitment to sustainability and community. Familiarise yourself with their initiatives, like tree planting and water quality improvements. Showing that you resonate with their mission can set you apart from other candidates.
