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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, 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.
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. 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.
Location: Exeter
Contract: Full-time, Permanent
Salary: £27,010 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.
Ready to make a difference? Join us as our Metered Consumption and Leakage Case Manager and help create a workplace where people thrive. 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
Closing Date: 19th May 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 every day. Be yourself and make your mark in your individual way.
- Be the Future - Embrace change. Drive Progress. Own the challenge.
Locations
Metered Consumption and Leakage 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 Metered Consumption and Leakage Case Manager in Devon, Plymouth
✨Tip Number 1
Get to know the company! Research South West Water and understand their values and goals. This will help you tailor your conversations during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, make sure you can articulate your thoughts clearly and empathetically. Role-play with a friend or family member to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at South West Water. Don’t miss out on this opportunity!
We think you need these skills to ace Metered Consumption and Leakage Case Manager in Devon, Plymouth
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've made a difference for customers in the past, especially in fast-paced environments.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of the matter, just like you would when resolving a customer's query.
Tailor Your Application: Don’t just send a generic application! Tailor it to the Metered Consumption and Leakage Case Manager role. Mention specific responsibilities from the job description that resonate with your experience.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity!
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 and Leakage Case Manager. Familiarise yourself with the key responsibilities, such as investigating high consumption queries and liaising with internal teams. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role heavily relies on customer service experience, prepare examples from your past jobs where you provided excellent service. Think about times when you resolved complex issues or handled difficult customers with empathy. This will demonstrate your ability to manage cases effectively and reassure customers.
✨Practice Clear Communication
As you'll be communicating with customers primarily over the phone and in writing, practice articulating your thoughts clearly. You might want to do mock interviews with a friend or family member, focusing on how you explain complex information simply and effectively. This will help you shine during the interview.
✨Embrace the Company Values
Familiarise yourself with South West Water's core values: Be Rock Solid, Be You, and Be the Future. Think about how your personal values align with theirs and be ready to discuss this in the interview. Showing that you resonate with their culture can set you apart from other candidates.