At a Glance
- Tasks: Engage with customers, resolve queries, and provide tailored support in a fast-paced environment.
- Company: Join South West Water, a leader in the UK water sector committed to sustainability.
- Benefits: Enjoy generous holidays, flexible leave options, and discounts on various services.
- Other info: Diversity is our strength; we celebrate uniqueness and foster an inclusive culture.
- Why this job: Make a real difference while building your career in a supportive team.
- Qualifications: Customer service experience and excellent communication skills are essential.
The predicted salary is between 22700 - 27000 £ 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. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and support farmers and landowners to improve water quality and wildlife. Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career. Ready to make a splash? Join our team today.
Are you a customer-focused individual looking to progress your career with a company that prides itself on its people? We currently have a fantastic opportunity available for a Customer Service Specialist to join our team based in Bournemouth. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary of £27,010 per annum plus a range of excellent company benefits and rewards.
About the role: In this role you will be working as part of the CARE team in a rewarding and fast-paced customer service environment. On a day-to-day basis you will be the voice of our company by engaging with our customers to discuss the outstanding balance on their account and be responsible for resolving customer queries quickly and efficiently.
What you’ll be doing:
- Take ownership of customers' issues, relieving customers' stress while guiding them to a quick and easy resolution with minimum effort from our customers.
- Show initiative in offering a bespoke service and SWW/BW offerings based on customers' individual circumstances, including identifying potential vulnerability, financial hardship and offering affordability tariffs (when relevant) via the customers' communication channel of choice.
- You will have an empathetic manner, excellent communication skills and the ability to build rapport.
- Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing.
- Complete customer service (Res-Ex) related calls.
- Work on and contact customers with previously occupied accounts.
- Develop a comprehensive grasp of disengaged customers' circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non-payment.
- Solve the customer’s initial query and identify future problems whilst proactively identifying any future benefits or requirements the customer might have.
- Share insights with peers and management.
- With alignment to our company values, promote a collaborative approach to continuously improving our customer service experience.
- Work will involve incoming and outbound telephone contacts, written correspondence, non-contact administration and representing the Client in contact with third parties and customer representatives and maintain accurate records of contact with customers utilising our CRM system.
- Initiate and put forward suggestions to improve collection processes and standard operating procedures, while identifying fraudulent accounts and refer these to the Collections Team Manager.
- Ensure individual performance targets and agreed objectives are achieved and maintained.
What we are looking for:
- Customer service experience.
- Experience or knowledge of debt collection practices.
- Excellent communication skills.
- Communicates confidence through positive language making own decisions (where necessary) via the telephone.
- Confident with using IT systems.
- Friendly and socially confident, with a willingness to engage with others.
- Confidence to direct and manage a call through to resolution.
- Forward thinker who shows initiative and takes ownership.
- A positive and enthusiastic attitude, embracing the challenges this job entails.
- A strong work ethic to achieve our team goals.
What’s in it for you:
At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:
- Generous holiday allowance plus bank holidays.
- Buy or sell annual leave to offer you extra flexibility.
- Buy a bike and safety equipment tax-free, through our Cycle to Work scheme.
- We offer free car parking at the majority of our sites.
- Take up to 26 weeks’ additional maternity leave.
- Share your parental leave and split your time off to care for your child how you choose.
- Invest in Pennon Group plc through our employee share schemes.
- We support our people by offering a free, confidential Employee Assistance Programme.
- Look after your wellbeing with our Champion Health support platform.
- Enjoy free eye tests and discounts on frames and lenses at Specsavers.
- Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more through Perkbox.
- A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more.
- A discretionary Bonus.
- Competitive Contributory Pension.
- And plenty more!
Closing Date: 26th February 2026. 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 Service Specialist South West Water · Customer and Community · Bournemouth employer: South West Water Limited
At South West Water, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values collaboration and personal growth. Located in the picturesque Bournemouth, our team enjoys a competitive salary, generous benefits, and opportunities to make a meaningful impact on the environment and community. Join us to be part of a forward-thinking company that supports your career aspirations while making a difference in the world around us.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist South West Water · Customer and Community · Bournemouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at South West Water Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like South West Water Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist South West Water · Customer and Community · Bournemouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to South West Water Limited:Your cover letter is your chance to shine! Tell us why you want to work at South West Water Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at South West Water Limited!
How to prepare for a job interview at South West Water Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
