At a Glance
- Tasks: Maintain and operate the water distribution network while delivering top-notch customer service.
- Company: Join a leading water utility company focused on safety and quality.
- Benefits: Competitive pay, health benefits, and opportunities for career growth.
- Other info: Hands-on role with a focus on teamwork and problem-solving.
- Why this job: Make a real difference in your community by ensuring reliable water supply.
- Qualifications: Five GCSEs including English and Maths; strong customer service skills required.
The predicted salary is between 30000 - 40000 £ per year.
Role Purpose
As a Network & Customer Service Technician based in Exeter, you will play a key role in maintaining and operating the water distribution network, ensuring customers receive a safe, reliable, and high-quality water supply.
You will be responsible for delivering excellent customer service, responding to network issues, supporting maintenance activities, and working collaboratively with internal teams, contractors, and stakeholders to minimise supply interruptions and maintain water quality standards.
This is a hands‑on field‑based role suited to an individual who enjoys problem‑solving, customer interaction, and working within a safety‑focused operational environment.
Key Responsibilities
- Customer Service & Stakeholder Engagement
- Deliver high standards of customer service, acting as a primary point of contact for customer enquiries, concerns, and complaints.
- Take ownership of customer issues, ensuring they are managed effectively through to resolution.
- Build positive working relationships with customers, regulatory authorities, contractors, and internal colleagues.
- Communicate clearly and professionally during customer interactions, planned works, and service interruptions.
- Network Operations & Maintenance
- Carry out operational and maintenance activities across the water distribution network to ensure reliable service delivery.
- Support the maintenance, repair, and replacement of network assets to minimise interruptions to water supply and protect water quality.
• Undertake planned and reactive maintenance activities, including
- Network operation and maintenance activities
- Flushing and filtering programmes
- Leak detection and investigation
- No‑dig repairs and replacements
- Stop tap replacements
- Meter installations and replacements
- Pressure control valve maintenance
- Distribution system performance monitoring
- Incident Response & Network Resilience
- Respond effectively to network incidents and emergencies.
- Support activities aimed at preventing Supply Interruption (SI) events.
• Implement mitigation measures when interruptions occur, including
- Safe zoning of the network
- Deployment of Alternative Water Supply (AWS) arrangements
- Collection and recording of operational data
- Event management and reporting
- Compliance, Safety & Record Keeping
- Ensure all work is completed in line with health, safety, environmental, and water quality standards.
- Complete risk assessments and maintain accurate records of operational activities.
- Comply with regulatory requirements and company procedures.
- Contribute to achieving key business performance measures, including Outcome Delivery Incentives (ODIs) and Customer Measure of Experience (C‑Me X) targets.
- Team Working
- Work collaboratively with Drinking Water Services teams, contractors, and delivery partners.
- Support colleagues in delivering operational excellence and continuous improvement initiatives.
- Contribute to a culture of safety, innovation, and customer focus.
Person Specification
Essential Qualifications & Experience
• Five GCSEs (or equivalent) at Grade C/4 or above, including
- English
- Mathematics
- Full, clean UK Driving Licence.
- Strong customer service skills with a commitment to delivering excellent customer experiences.
- Ability to work independently and as part of a team.
- Effective communication and problem‑solving skills.
- Willingness to participate in standby and out‑of‑hours working arrangements.
Desirable Qualifications & Experience
- ONC, City & Guilds, NVQ, or equivalent qualification in a relevant engineering, utilities, or water networks discipline.
- Street Works qualification (New Roads and Street Works Act – Practitioner and Supervisory Units 2 & 10).
- Previous experience within water distribution, utilities, or network operations.
- Experience of leak detection, network maintenance, or asset management activities.
- Experience participating in standby rotas and responding to operational emergencies.
Skills & Competencies
- Customer Focus
- Accountability and Ownership
- Problem Solving & Decision Making
- Teamwork & Collaboration
- Technical Aptitude
- Planning & Organisation
- Health & Safety Awareness
- Attention to Detail
- Resilience Under Pressure
- Effective Communication
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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Network and Customer Services Technician - 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.
StudySmarter Expert Advice🤫
We think this is how you could land Network and Customer Services Technician - Exeter
✨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 Network and Customer Services Technician - Exeter
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.
