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 supporting 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.
Metered Consumption & Leakage Case Manager
Location: Exeter
Contract: Full-time, Permanent
Salary: £28,226 per annum + excellent benefits
Are you looking for a role where you can use your customer service experience to make a genuine difference—both to people and the environment? Join South West Water as a Metered Consumption & Leakage Case Manager and play a key role in helping our customers resolve high consumption and leakage issues with confidence and clarity.
About the role
Working within our Revenue Management function, you’ll become a trusted point of contact for customers experiencing unexplained water usage or leakage concerns. You’ll manage cases end to end, providing reassurance, accurate guidance, and timely resolution across a range of communication channels—primarily outbound telephone calls, alongside written correspondence.
You’ll be empowered to make decisions, apply policy fairly, and collaborate closely with field teams, partners, and contractors to deliver the best possible outcomes for our customers.
Key responsibilities
Delivering high‑quality, empathetic customer service in line with performance targets
Investigating and resolving high consumption and leakage queries
Reviewing and validating charges, including backdating where appropriate
Assessing eligibility for in‑policy and out‑of‑policy leak allowances
Producing clear, well‑structured written responses within agreed timescales
Liaising with internal teams, field staff, and external contractors to resolve cases
Escalating complex cases where necessary and supporting complaint resolution
Identifying affordability needs and signposting customers to additional support
Ensuring correct and consistent application of policies, procedures, and governance
Contributing to continuous improvement within the team
What we’re looking for
Customer service experience in a fast‑paced environment
Strong communication skills, both verbal and written
A good general standard of education, including GCSE (or equivalent) English and Maths
Ability to handle complex cases with empathy, accuracy, and attention to detail
Knowledge of Leak Allowance or GSS processes is desirable but not essential
What’s in it for you?
At South West Water, our people are central to our success. You’ll benefit from ongoing training, development, and genuine career progression opportunities within one of the South West’s largest employers. We’re proud to be an Investors in People organisation and a company with a strong commitment to environmental responsibility.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the on-boarding process.
Closing Date: 17th August 2026
We believe in rewarding our people for their hard work and dedication. As our Metered Consumption and Leakage Case Manager you'll enjoy:
Competitive Salary – Based on experience and skills
Annual Bonus Scheme – Recognising company performance
Pension Scheme – Helping you plan for your future
Healthcare Benefits – Access to employee assistance programs
Employee Discounts – On various products and services
Annual Leave – Take time to recharge with our holiday entitlement
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 everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
Metered Consumption & Leakage Case Manager in Exeter employer: South West Water Limited
South West Water Limited is an exceptional employer, offering a unique apprenticeship opportunity that combines earning with learning in the beautiful regions of Cornwall and Devon. With a strong focus on employee growth, apprentices will gain invaluable hands-on experience in automation and controls engineering, while benefiting from a supportive work culture that prioritises career progression and skill development. Join us to be part of a forward-thinking team dedicated to innovation and sustainability in the water industry.
