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 with a focus on sustainability.
- Benefits: Enjoy competitive salary, annual bonuses, flexible working, and healthcare benefits.
- 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 and strong communication skills are essential.
The predicted salary is between 25000 - 30000 € 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.
Billing Back Office Customer Care Representative
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
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 Exeter 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 part of the Pennon Group, we provide our employees with competitive salaries, flexible working options, and numerous opportunities for personal and professional growth in a role that directly contributes to the well-being of our communities and the environment. Join us in making a meaningful impact while enjoying a rewarding career 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 Exeter
✨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 align with their goals, especially around customer service and sustainability.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of written correspondence and phone calls, try role-playing with a friend or family member. This will help you feel more confident when discussing billing queries and solutions during interviews.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved customer issues effectively. Be ready to share these stories in your interviews to demonstrate your analytical abilities and customer care expertise.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at South West Water. Don’t wait too long, as they might close the vacancy early!
We think you need these skills to ace Customer Care Representative - Billing Back Office in Exeter
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. Use bullet points or short paragraphs to make it easy for us to read. Remember, clarity is key in customer correspondence!
Tailor Your Application:Don’t just send a generic application! Tailor it to the role by mentioning specific skills and experiences that relate to the Customer Care Representative position. Show us why you’re the perfect fit!
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s straightforward and ensures your application gets to the right place quickly!
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 effectively.
✨Showcase Your Communication Skills
Since this role involves a lot of written correspondence, practice articulating your thoughts clearly. Prepare examples of how you've successfully communicated with customers in the past, especially in resolving complex issues. This will highlight your ability to provide reassurance and clarity.
✨Emphasise Team Collaboration
The job requires working closely with internal teams and offshore partners. Be ready to discuss your experience in collaborating with others to solve problems. Share specific instances where teamwork led to improved customer service or process enhancements.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss how you've handled challenging customer situations before. Think of examples where you identified a problem, proposed a solution, and implemented it successfully. This will showcase your analytical skills and your commitment to continuous improvement.
