Customer Field Support Advisor in Havant

Are you passionate about helping customers and making a real difference in how water is used? Join our friendly field team supporting the rollout of smart meters, where you will be out and about meeting customers, offering follow‑up support, and promoting water efficiency in homes and businesses. You will be the welcoming face of our service, confidently answering questions, giving practical advice on leaks and usage, and working closely with colleagues and contractors to deliver a great experience. If you enjoy working with people, solving problems, and taking pride in excellent customer satisfaction, this is an exciting opportunity to build a rewarding career in the field.

Responsibilities

• Arrange smart meter exchanges/installations for business customers through a mix of in‑person visits, telephone calls, and email correspondence.
• Carry out on‑site problem solving where smart meter installations are complex or challenging.
• Complete follow‑up visits after smart meter installations where required.
• Conduct in‑person and virtual appointments for customers experiencing continuous flow, identifying causes and recommending solutions.
• Deliver in‑person and virtual water efficiency audits for business customers.
• Undertake leak detection on both customer and water company assets, including completing simple repairs where appropriate.
• Manage inbound customer enquiries via phone and email, providing timely and effective support.
• Provide administrative support aligned to non‑household (NHH) code requirements when required.
• Liaise closely with internal field teams and external contractors delivering work on behalf of Portsmouth Water.
• Carry out desktop analysis to ensure meters are correctly sized ahead of smart meter exchanges.
• Proactively manage instances where smart meters are not communicating, following non‑household (NHH) process to minimise business impact.
• Monitor smart meter data for signs of continuous flow and coordinate appropriate follow‑up actions.
• Work collaboratively as part of the wider meter reading team, supporting the delivery of meter reading services as needed.
• Attend non‑household smart meter installations alongside Cappagh when required, providing on‑site support.

Qualifications & Skills

• Excellent communication skills.
• Organisational and time‑management skills.
• Able to work as a team as well as using own initiative.
• Be able to work under pressure effectively and efficiently.
• Prioritisation skills.
• Collaborative working with other internal departments and contractors.
• Strong attention to detail and accuracy.
• Suggest changes to make processes more efficient.
• Have a positive can‑do attitude.
• Have a technical understanding of our assets and our network.
• Previous field/technician experience is desirable but full training will be provided.

You will be required to have a full UK manual car driving licence (Class B). You will have to undergo a driving assessment, consent to ongoing driving‑licence checks, and comply with any additional safety measures deemed necessary by Portsmouth Water Ltd in connection with driving.

We are committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.

Please note that we may close this advert early if we receive a high volume of applications, so we encourage you to apply as soon as possible. We will typically be in touch within four weeks of receiving an application.

Benefits

• Generous pension scheme, with the company contributing up to 15 % of your basic salary.
• Non‑contractual bonus up to 6 % of basic salary, linked to company performance.
• Enhanced maternity, paternity and adoption leave and pay.
• All‑expenses covered summer and winter social events.
• Life assurance scheme providing a 4× salary lump‑sum benefit.
• 24/7 confidential mental‑health and wellbeing support via the Employee Assistance Programme.
• Virtual GP service (8 am–10 pm, 7 days a week) for you and your immediate family via the HealthHero app.
• Electric Vehicle Scheme (after 1 year).
• Cycle‑to‑Work Scheme.
• Health Cash Plan.
• Additional retailers and service discounts.

We re making a difference: Together, we can ensure there is enough water for everyone, now and in the future.