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- Tasks: Manage customer queries about metered consumption and leakage with empathy and efficiency.
- Company: Join South West Water, a leader in providing quality water services in the beautiful South West.
- Benefits: Enjoy generous holidays, a competitive pension, and opportunities for ongoing development.
- Why this job: Be part of a proactive team committed to environmental change and customer satisfaction.
- Qualifications: GCSE Grade C or equivalent in English and Maths is required.
- Other info: Diversity is celebrated here; be yourself and contribute to a culture of belonging.
The predicted salary is between 22000 - 29000 £ 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 goal? Net zero by 2030, supported by partnerships with Wildlife Trusts and National Parks.
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 looking for a role where you can use your experience to bring about real change within a proactive and environmentally conscious company?
We currently have an opportunity available for aMetered Consumption and Leakage Case Managerto join our team working in Exeter.Joining us on a full-time, permanent basis, you will receive a competitive salary of £27,010 per annum plus excellent benefits.
About the role:
As a Metered Consumption and Leakage Case Manager, you will be working within the Revenue Management function in the Metered Consumption & Leakage Team at South West Water. You will be the voice of our company, responsible for solving customers’ unexplained consumption and leakage queries quickly and efficiently. You are trusted and empowered to provide customers with resolution and peace of mind regarding their queries. You will talk to our customers through a variety of communication channels, although initially your role will be focused on outbound telephone contacts.
What you’ll be doing
- Delivering consistent high-quality customer service as measured through ODI performance whilst supporting the Pennon Strategy and championing the Pennon Values
- Creating bespoke letters to respond to written customer contact, within the agreed internal timescale ensuring that the responses provided meet the Company’s DG targets
- Handling customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution
- Reviewing of charge lines, dates, backdating of charges and validation of charges
- Determining eligibility for in policy and outside of policy leak allowances
- Account update requests from other teams within the business, inclusive of complex requests from the Complaints Team
- Consistent and correct application of governance activities relating to SWW’S/B/W policies, procedures, or financial management
- Point of contact for Tata Consultancy Services (TCS) to deal with ad-hoc escalated contacts of a complex nature, transferring process and policy knowledge through WebEx, conference calls and quality
- Taking ownership to provide end to end customer service throughout the high consumption and customer leakage process
- Identifying specific customer needs through active listening and interpreting customer behaviours to offer additional services, affordability tariffs
- Liaising with South West Water field staff, our Partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines
- Following through on committed actions, ensuring promised timescales are met and customers are kept informed of changes
- Being responsible for the correct application of relevant governance relating to policy, procedure, or financial management
- Positively contributing to identifying process improvement opportunities or highlighting corrective activities to ensure maximum team performance is achieved
What we\\\’re looking for
- Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
- Customer service experience
- Ideally ability to identify and apply Leak Allowance and GSS
- Strong communication and able to compile a substantive and structured letter/email
What\\\’s in it for you
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Access to the Company Sharesave Scheme
- Various health benefits
- And more!
Closing Date: 10th 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 everyday. Be yourself and make your mark in your individual way.
Be the Future – Embrace change. Drive Progress. Own the challenge.
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Metered Consumption and Leakage Case Manager employer: South West Water Limited
Contact Detail:
South West Water Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Metered Consumption and Leakage Case Manager
✨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 how your personal values match theirs.
✨Tip Number 2
Prepare to discuss your experience in customer service, particularly in handling complex queries. Think of specific examples where you've demonstrated empathy and problem-solving skills, as these are crucial for the Metered Consumption and Leakage Case Manager role.
✨Tip Number 3
Brush up on your knowledge of leak allowances and governance policies related to water consumption. Being able to speak confidently about these topics will set you apart as a knowledgeable candidate who can hit the ground running.
✨Tip Number 4
Network with current or former employees of South West Water if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Metered Consumption and Leakage Case Manager
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Metered Consumption and Leakage Case Manager position. Tailor your application to highlight relevant experience and skills that align with these expectations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and environmental sustainability. Mention specific examples from your past experiences that demonstrate your ability to handle customer queries effectively and empathetically.
Highlight Relevant Skills: In your CV, emphasise skills such as communication, problem-solving, and attention to detail. Make sure to include any experience you have with customer service or case management, particularly in relation to handling complex queries.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at South West Water Limited
✨Understand the Company Values
Before your interview, take some time to familiarise yourself with South West Water's core values: Be Rock Solid, Be You, and Be the Future. Reflect on how your personal values align with theirs and be ready to discuss this during the interview.
✨Prepare for Customer Service Scenarios
As a Metered Consumption and Leakage Case Manager, you'll need to handle customer queries with empathy and clarity. Prepare examples from your past experiences where you successfully resolved customer issues, demonstrating your problem-solving skills and ability to communicate effectively.
✨Showcase Your Communication Skills
Since the role involves various communication channels, practice articulating your thoughts clearly and concisely. Consider conducting mock interviews or speaking with friends to enhance your verbal communication skills, especially for telephone interactions.
✨Demonstrate Your Commitment to Sustainability
South West Water is committed to reaching net-zero by 2030. Be prepared to discuss your understanding of environmental issues related to water consumption and leakage, and share any ideas you have for contributing to sustainability efforts within the company.
