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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 required.
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.
- 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?
- 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
Proactive 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 Proactive Case Manager in Devon, Plymouth
✨Tip Number 1
Get to know the company! Research South West Water and its values. When you understand their mission, you can tailor your conversations to show how your skills align with their goals.
✨Tip Number 2
Practice your communication skills. Since this role involves a lot of customer interaction, try role-playing scenarios with friends or family. This will help you feel more confident when handling real cases.
✨Tip Number 3
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.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at South West Water.
We think you need these skills to ace Proactive 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, so share specific examples that demonstrate your ability to handle queries with empathy and clarity.
Keep It Clear and Concise: When writing your application, aim for clear and well-structured responses. We appreciate straightforward communication, so avoid jargon and get straight to the point while ensuring you cover all necessary details.
Tailor Your Application: Take the time to tailor your application to the role of Metered Consumption & Leakage Case Manager. Mention relevant skills and experiences that align with the job description, showing us why you're the perfect fit for our team.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. This way, you can ensure your application reaches us directly, and you'll have access to all the information about the role and our company.
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 environmental responsibility and customer service. This will help you align your answers with what they stand for.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer queries or complaints. Highlight your ability to empathise and resolve issues effectively, as this role is all about providing reassurance and guidance to customers.
✨Practice Clear Communication
Since you'll be dealing with various communication channels, practice articulating your thoughts clearly and concisely. Consider doing mock interviews with a friend to refine your verbal and written communication skills, ensuring you can produce well-structured responses.
✨Be Ready to Discuss Complex Cases
Think of instances where you've managed complex situations in a fast-paced environment. Be prepared to discuss how you approached these challenges, the decisions you made, and the outcomes. This will demonstrate your problem-solving abilities and attention to detail.