Experienced Case Manager in Exeter

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.

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.

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.