At a Glance
- Tasks: Manage customer cases, resolve issues, and enhance community relationships in the field.
- Company: Join South West Water, a leader in sustainable water services.
- Benefits: Competitive salary, annual bonus, flexible working, and healthcare benefits.
- Other info: Embrace diversity and inclusion in a supportive workplace culture.
- Why this job: Make a real impact on communities while shaping your career in a dynamic environment.
- Qualifications: Experience in customer management and strong communication skills required.
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.
About the role
We are looking for an Executive Liaison Customer Field Manager to join our team, supporting customers through complex water and wastewater issues. This is a field-based role where you will manage end-to-end resolution of operational and billing complaints, engaging directly with customers, communities, and stakeholders. You will play a key role in restoring service, resolving concerns, and ensuring customers remain at the heart of decision-making. Working across the business, you will drive improvements, manage risk, and deliver against regulatory and customer performance measures.
What you’ll be doing:
- Managing complex customer cases through to resolution
- Visiting customers, sites, and communities to resolve issues first-hand
- Supporting operational incidents and ensuring clear customer communication
- Working collaboratively with internal and external stakeholders
- Identifying root causes and driving service improvements
- Supporting vulnerable customers and community relationships
What we’re looking for:
- Proven experience in customer management or complaint resolution
- Strong communication and stakeholder engagement skills
- Ability to manage complex cases and make sound decisions
- Organised, proactive, and able to work independently in the field
- Full, clean driving licence
What you’ll get:
Join us and help deliver a reliable, high-quality service for our customers across the South West. We believe in rewarding our people for their hard work and dedication. As our Executive Liaison Customer Field 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
- 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
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 Liaison Officer – Field based employer: South West Water
At South West Water, we pride ourselves on being an excellent employer, offering a supportive work culture that values diversity and inclusion. As a Customer Liaison Officer, you'll enjoy competitive salaries, flexible working options, and opportunities for personal growth while making a meaningful impact in the community. Join us in our mission to provide reliable water services across the stunning landscapes of the South West, where your contributions will help shape a greener future.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer – Field based
✨Tip Number 1
Get to know the company inside out! Research South West Water's values, projects, and community initiatives. This will help you tailor your conversations and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer management and complaint resolution. Think of examples from your past experiences that highlight your skills and how you can contribute to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and making a difference in the community.
We think you need these skills to ace Customer Liaison Officer – Field based
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. We want to see how you’ve tackled complex issues in the past and how you can bring that experience to our team.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, especially those related to complaint resolution and stakeholder engagement. We appreciate brevity!
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Executive Liaison Customer Field Manager role. Highlight relevant experiences that align with our goals and values, showing us why you’re a perfect fit.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Don’t wait too long – apply today!
How to prepare for a job interview at South West Water
✨Know Your Stuff
Before the interview, make sure you understand South West Water's mission and values. Familiarise yourself with their commitment to sustainability and community engagement. This will help you connect your experience in customer management to their goals.
✨Showcase Your Communication Skills
As a Customer Liaison Officer, strong communication is key. Prepare examples of how you've effectively resolved customer complaints or managed complex cases. Be ready to demonstrate your ability to engage with various stakeholders during the interview.
✨Be Proactive and Organised
Highlight your organisational skills and proactive approach. Discuss how you manage your time and prioritise tasks, especially when working independently in the field. This will show that you're ready to take on the responsibilities of the role.
✨Embrace the Values
South West Water values diversity and inclusion, so be yourself during the interview. Share your unique experiences and how they align with their core values. This will help you stand out as a candidate who fits well within their culture.
