At a Glance
- Tasks: Manage and resolve customer leakage cases while ensuring compliance with water regulations.
- Company: Join South West Water, a leader in the UK water sector committed to sustainability.
- Benefits: Competitive salary, career growth opportunities, and a chance to make a real impact.
- Other info: Dynamic role with fieldwork and office-based tasks, promoting a culture of inclusion and diversity.
- Why this job: Be part of a team that protects our precious water resources and supports a greener future.
- Qualifications: 5 GCSEs including Maths, English, and Science; strong communication and problem-solving skills.
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.
Role Purpose
The Customer Leakage Enforcement Officer is responsible for managing and resolving customer leakage cases that have exceeded the allowable repair timescales. The role combines office-based investigation and field-based enforcement activities, using company systems to assess cases, determine appropriate resolutions, and take enforcement action where necessary. The post holder plays a key role in reducing water loss, supporting leakage performance targets, and ensuring compliance with legislative requirements under the Water Industry Act 1991. Strong customer engagement, negotiation, problem-solving, and influencing skills are essential to achieve successful outcomes.
Key Responsibilities
- Customer Leakage Management
- Manage customer leakage cases referred by the leakage team and customer services.
- Investigate leakage cases through company systems and field visits.
- Lead the resolution of customer leakage issues through engagement, support, and enforcement where appropriate.
- Ensure compliance with the South West Water customer leakage policy.
- Support the delivery of leakage reduction targets and regulatory performance commitments.
- Enforcement & Compliance
- Undertake enforcement activities relating to water wastage in accordance with Section 75 of the Water Industry Act 1991.
- Manage the legal water loss resolution process.
- Ensure customer leakage cases are progressed within required timescales.
- Maintain accurate records and documentation relating to leakage investigations and enforcement actions.
- Stakeholder Management
- Act as the key liaison between customers and South West Water.
- Build productive relationships with internal business functions, customer services teams, housing associations, local authorities, contractors, and external partners.
- Provide clear communication and updates to all stakeholders throughout the case lifecycle.
- Operational Responsibilities
- Conduct field visits and customer engagement activities.
- Maintain company vehicles in a clean and professional condition.
- Represent South West Water positively and professionally at all times.
- Wear company uniform in accordance with company standards.
- Support colleagues within the leakage team as required.
- Participate in standby and rota arrangements where necessary.
- Health, Safety & Compliance
- Adhere to all company Health & Safety requirements.
- Comply with company policies, standards, and procedures.
- Promote safe working practices in both office and field environments.
Essential Qualifications
- 5 GCSEs (or equivalent), including Maths, English, and Science.
Desirable Qualifications
- NVQ Level 2 in Leakage Detection.
- City & Guilds qualification in a relevant discipline.
- ONC in a relevant technical subject.
Essential Skills & Knowledge
- Strong communication and stakeholder engagement skills.
- Ability to work independently and as part of a team.
- Excellent customer service and negotiation skills.
- Strong problem-solving capability.
- Ability to interpret complex technical information and develop clear action plans.
- Resilience and ability to work to demanding deadlines.
- Competence in using business and operational IT systems.
- General Health & Safety awareness.
Other Requirements
- Full UK Driving Licence.
- Flexibility to participate in standby and out-of-hours rotas.
- Willingness to travel across the operational area.
- Ability to work in both office and field-based environments.
Closing Date: 27th July 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 Leakage Enforcement Officer in London employer: South West Water
At South West Water, we pride ourselves on being an excellent employer, offering a supportive work culture that values teamwork and sustainability. Our employees benefit from opportunities for personal and professional growth, alongside the chance to contribute to meaningful environmental initiatives in one of the UK's most beautiful regions. Join us in making a difference while enjoying a fulfilling career in the water sector.
