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- Tasks: Join our vibrant team as a Customer Care Representative, resolving customer queries daily.
- Company: South West Water provides essential water services while aiming for net-zero by 2030.
- Benefits: Enjoy generous holidays, local incentives, and flexible working options.
- Other info: Mandatory DBS check required; flexible shift patterns include weekends and bank holidays.
- Why this job: Be part of a diverse team that values fresh ideas and offers career growth.
- Qualifications: GCSE Grade C in English and Maths, excellent communication skills, and a friendly attitude.
The predicted salary is between 25274 - 25274 £ per year.
Customer Care Representative
Department: Billing Customer Experience Centre
Hours: 37 hours per week
Working Pattern: Fully flexible rota (7am–10pm, 365 days including weekends and bank holidays)
Assessment Centre Information
Assessment Centre Dates: 1st May and 5th May
Time: 1:00pm – 4:00pm
Applicants must be available to attend one of the above sessions.
As a Customer Care Representative, you will be the voice of South West Water, championing the Pennon Values and delivering a high-quality customer experience. Working within the Billing Customer Experience Centre, you will resolve customer queries efficiently and empathetically, providing reassurance and clear outcomes.
The role will initially focus on inbound telephone contact, with opportunities to expand into digital customer communication channels.
Key Responsibilities
- Take ownership of customer enquiries and guide customers to timely and effective resolutions
- Deliver a tailored service, identifying individual needs including vulnerability or financial hardship
- Provide advice on affordability tariffs and relevant support options where appropriate
- Proactively identify potential future issues or customer requirements
- Share insights and feedback with colleagues and management to support continuous improvement
Working Hours
- 37 hours per week
- Fully flexible rota between 7am and 10pm
- Includes weekends and bank holidays
- Rotas published in advance to support work-life balance
We are looking for individuals who are passionate about delivering excellent customer service and who take pride in resolving customer queries with empathy, accuracy and confidence.
Qualifications and expectations include:
Essential Criteria
- GCSE Grade C (or equivalent) in English and Maths
- Previous customer service experience
- Excellent communication skills
- Confidence managing customer conversations through to resolution
- Ability to use multiple IT systems
- A positive, proactive attitude with a strong work ethic
Full training will be provided. Applicants must be able to work well independently and as part of a team, demonstrate initiative, and align with our values and commitment to continuous improvement.
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: 1st May 2026
We may close this vacancy early if we receive a high volume of applications. Apply as soon as possible.
Successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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Customer Care Representative employer: South West Water Limited
Contact Detail:
South West Water Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Representative
✨Tip Number 1
Familiarise yourself with South West Water's values and mission. Understanding their commitment to sustainability and customer service will help you align your responses during interviews, showcasing that you're a great fit for their culture.
✨Tip Number 2
Prepare to discuss your previous customer service experiences in detail. Think of specific examples where you resolved issues or went above and beyond for customers, as this will demonstrate your capability to handle the responsibilities of the role.
✨Tip Number 3
Practice your communication skills, especially over the phone. Since the role involves handling inbound calls, being articulate and confident in your speech will be crucial. Consider role-playing scenarios with a friend to build your confidence.
✨Tip Number 4
Research common customer service challenges in the water industry. Being knowledgeable about potential issues customers face can help you provide insightful answers during your interview, showing that you're proactive and well-prepared.
We think you need these skills to ace Customer Care Representative
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Care Representative position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of South West Water's values. Use specific examples from your past experiences to demonstrate your ability to handle customer queries effectively.
Highlight Relevant Experience: In your CV, emphasise any previous customer service roles or experiences that demonstrate your communication skills and ability to resolve issues. Mention any specific achievements or recognition you received in those roles.
Proofread Your Application: Before submitting your application, make sure to proofread it for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at South West Water Limited
✨Understand the Company Values
Before your interview, take some time to research South West Water's core values. They emphasise trust, individuality, and progress. Be prepared to discuss how your personal values align with theirs and provide examples from your past experiences.
✨Showcase Your Customer Service Skills
As a Customer Care Representative, your ability to handle customer queries is crucial. Prepare specific examples of how you've successfully resolved customer issues in the past. Highlight your communication skills and your approach to providing exceptional service.
✨Demonstrate Flexibility and Initiative
The role requires working flexible hours and adapting to various customer needs. Be ready to discuss situations where you've shown initiative or adapted to changing circumstances. This will show that you're a proactive candidate who can thrive in a dynamic environment.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Practice responding to common customer service scenarios, such as handling an upset customer or resolving a billing issue. This will help you demonstrate your problem-solving skills and ability to think on your feet.