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- Tasks: Help customers resolve water usage and leakage issues with empathy and clarity.
- Company: Join South West Water, a leader in the UK water sector committed to a greener future.
- Benefits: Enjoy competitive salary, flexible working options, healthcare benefits, and career progression.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real difference to people and the environment while developing your skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 27010 - 27010 £ per year.
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.
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.
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.
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
- 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.
Locations
Experienced Case Manager in Devon, Plymouth employer: South West Water
Contact Detail:
South West Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experienced Case Manager in Devon, Plymouth
✨Tip Number 1
Network like a pro! Reach out to current or former employees at South West Water on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and case management. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Show your passion for the environment! Since South West Water is all about sustainability, make sure to highlight any relevant experience or initiatives you've been involved in that align with their goals.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression and show that you’re genuinely keen to join the team.
We think you need these skills to ace Experienced Case Manager in Devon, Plymouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your customer service experience aligns with the role. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills: Since strong communication is key for this role, ensure your written application reflects clarity and professionalism. We want to see that you can convey information effectively, just like you would in the job!
Be Empathetic: In your application, share examples of how you've handled complex cases with empathy. This will demonstrate that you can connect with customers and provide the reassurance they need, which is crucial for us.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at South West Water
✨Know Your Stuff
Before the interview, make sure you understand the role of a Metered Consumption & Leakage Case Manager. Familiarise yourself with the key responsibilities and how your customer service experience aligns with them. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Empathy
Since this role involves dealing with customers facing issues, it's crucial to demonstrate your ability to handle complex cases with empathy. Prepare examples from your past experiences where you've successfully resolved customer concerns, highlighting your communication skills and understanding of their needs.
✨Ask Smart Questions
Interviews are a two-way street! Prepare thoughtful questions about the company’s goals, especially regarding their environmental initiatives and how the role contributes to those. This shows that you’re not just looking for any job, but that you’re invested in their mission and values.
✨Practice Makes Perfect
Rehearse common interview questions and answers, focusing on your strengths and how they relate to the job. You might also want to practice writing clear, structured responses, as this is a key part of the role. The more comfortable you are, the better you'll perform during the actual interview.