At a Glance
- Tasks: Resolve customer billing enquiries and provide excellent service through written correspondence and calls.
- Company: Join South West Water, a leader in the UK water sector with a focus on sustainability.
- Benefits: Enjoy competitive salary, annual bonuses, flexible working, and healthcare benefits.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real difference while developing your career in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 € 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.
An exciting opportunity has arisen to join our Billing Back Office team as a Customer Care Representative, reporting to the Billing Back Office Team Manager on a full-time permanent basis.
About the Role
This is a front-line role focused on resolving customer billing enquiries quickly and effectively, primarily through written correspondence, with outbound calls where needed. You'll be empowered to provide clear solutions, reassurance, and a high standard of customer service while managing account amendments, corrections, and complex billing queries. You'll work closely with internal teams and act as a point of contact for Tata Consultancy Services (TCS), supporting escalated enquiries and sharing process and policy knowledge. Identifying process improvements and contributing to service enhancements is a key part of the role.
Key Responsibilities
- Deliver excellent, empathetic customer service across written and phone channels
- Manage account changes and billing corrections using RapidApply GSS, Customer Promises, late billing payments, and affordability solutions
- Promote PSR registration and support customers in water poverty
- Ensure compliance with policies, governance, and the Charges Scheme
- Contribute to continuous improvement and positive team culture
About You
Essential
- Proven customer service experience
- Excellent written and verbal communication skills
- Ability to produce clear, structured customer correspondence
- Strong analytical and problem-solving skills
- Confident collaborating with internal teams and offshore partners
- Good working knowledge of Microsoft packages
Desirable
- Experience in a regulated environment
- Knowledge of SWIMM, Ellipse, Land Registry searches, or billing/tariff adjustment
Ready to make a difference? Join us as our Customer Care Representative and help create a workplace where people thrive. We believe in rewarding our people for their hard work and dedication. As our Customer Care Representative, 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: 25th May 2026. We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible. 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 Care Representative - Billing Back Office in Exeter employer: South West Water
At South West Water, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that values diversity and encourages personal growth. As a Customer Care Representative in our Billing Back Office, you'll enjoy competitive salaries, flexible working options, and comprehensive healthcare benefits, all while contributing to meaningful environmental initiatives. Join us in a role where your contributions matter, and help us create a sustainable future for the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Representative - Billing Back Office in Exeter
✨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 you fit into their vision of a greener future.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, make sure you're comfortable with both written and verbal communication. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Show off your problem-solving abilities! Think of examples from your past experiences where you resolved customer issues effectively. Be ready to share these during interviews to demonstrate your analytical skills.
✨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 our team. Don’t wait too long; apply before the closing date!
We think you need these skills to ace Customer Care Representative - Billing Back Office in Exeter
Some tips for your application 🫡
Show Off Your Writing Skills:Since this role is all about written correspondence, make sure your application showcases your excellent writing skills. Use clear and structured language to demonstrate how you can communicate effectively with customers.
Tailor Your Application:Take a moment to tailor your application to the job description. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you're genuinely interested in the role!
Be Yourself:We want to see the real you! Don’t be afraid to let your personality shine through in your application. We value uniqueness and want to know what makes you tick and how you can contribute to our team culture.
Apply Through Our Website:Make it easy for us to find your application by applying directly through our website. It streamlines the process and ensures we get all the info we need to consider you for the role. Plus, it’s super straightforward!
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 Customer Care Representative in the Billing Back Office. Familiarise yourself with common billing issues and how to resolve them. This will show that you're proactive and ready to tackle customer queries head-on.
✨Showcase Your Communication Skills
Since this role involves a lot of written correspondence, practice your written communication. Prepare examples of how you've effectively communicated with customers in the past, whether through emails or calls. Clear, structured responses are key!
✨Emphasise Empathy
Customer service is all about empathy. Be ready to share experiences where you've gone above and beyond to help a customer. Highlighting your ability to understand and reassure customers will resonate well with the interviewers.
✨Be Ready for Problem-Solving Questions
Expect questions that assess your analytical and problem-solving skills. Think of specific scenarios where you've identified a problem and implemented a solution. This will demonstrate your capability to handle complex billing queries effectively.
