Smart Metering Field Officer

In this role, you’ll be reporting to the Delivery and Assurance Lead within our Smart Metering Team, playing a vital part in helping us deliver the most efficient rollout possible. As our Smart Metering Field Officer, you'll focus on investigating and resolving meter data discrepancies, and you'll help us figure out whether a meter exchange is straightforward or a bit more complex. Because this is a field-based role, you’ll be out and about driving between different sites across the South East Water Area, giving you plenty of opportunities to meet and chat with our customers face-to-face.

Main responsibilities:

• Walk planned installation routes ahead of the external partner to identify and resolve "skip" jobs (e.g., unknown locations, long-unread meters, or proof of supply issues).
• Investigate and resolve access or location barriers; escalate complex issues to internal teams if immediate resolution isn't possible.
• Update internal systems with precise data to ensure the meter exchange team can complete all assigned installs without delay.
• Open meter pits to classify exchanges as "easy" or "complex."
• Perform basic on-site work to convert "complex" exchanges into "easy" installs where possible.
• Capture and upload high-quality photographs to document work, site conditions, and asset information.
• Investigate meters failing to connect to the network, performing manual activations or collaborating with third-party partners to resolve technical faults.
• Conduct face-to-face follow-up visits with customers to verify supply and explain the metering process professionally.
• Attend sites to manage customer complaints or address objections to smart technology.
• Act as a subject matter expert to provide reassurance regarding smart meter safety, benefits, and technology.
• Serve as the professional face of South East Water, maintaining high standards of customer service and representation.
• Ensure all field activities strictly follow company policies, industry regulations, and health and safety guidelines.

You’ll need:

• Good standard of secondary education and able to demonstrate a good standard of numeracy and literacy skills.
• Self-motivated and organised to plan the working day independently.
• A keen eye and a good investigative approach to look into the root cause of an issue and implement a solution where necessary.
• Excellent communication and interpersonal skills with a calm, empathetic approach to speak to our customers and provide the best service that we can.
• Previous experience of dealing with customers face to face.
• Good knowledge of water meters and an understanding of the meter exchange process.
• Full, clean UK Driving Licence essential.

Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time. We want to be the water company people want to be supplied by and want to work for. We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

What can you expect from your recruitment?

To apply for this position, please submit your CV on our career’s website. It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water. Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks. If this sounds like the opportunity you’ve been looking for, apply now!

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package: up to £27,164 p.a. plus Company Van