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- Tasks: Manage customer queries on metered consumption and leakage with empathy and efficiency.
- Company: Join South West Water, a leader in the UK water sector focused on sustainability.
- Benefits: Enjoy generous holidays, a bonus, pension scheme, and health benefits.
- Why this job: Make a real impact in a proactive company dedicated to environmental change.
- Qualifications: GCSEs in English and Maths, plus customer service experience.
- Other info: Ongoing training and development opportunities for a long-term career.
The predicted salary is between 23000 - 30000 £ 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 are proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals include lowering our carbon footprint, planting 300,000 trees, restoring peatlands, and supporting farmers and landowners to improve water quality and wildlife.
Are you looking for a role where you can use your experience to bring about real change within a proactive and environmentally conscious company? We currently have an opportunity available for a Metered Consumption and Leakage Case Manager to join our team working in Exeter. Joining us on a full-time, permanent basis, you will receive a competitive salary of £27,010 per annum plus excellent benefits.
About the role:
As a Metered Consumption and Leakage Case Manager, you will be working within the Revenue Management function in the Metered Consumption & Leakage Team at South West Water. You will be the voice of our company, responsible for solving customers' unexplained consumption and leakage queries quickly and efficiently. You are trusted and empowered to provide customers with resolution and peace of mind regarding their queries. You will talk to our customers through a variety of communication channels, although initially your role will be focused on outbound telephone contacts.
What you'll be doing:
- Delivering consistent high-quality customer service as measured through ODI performance whilst supporting the Pennon Strategy and championing the Pennon Values.
- Creating bespoke letters to respond to written customer contact, within the agreed internal timescale ensuring that the responses provided meet the Company's DG targets.
- Handling customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution.
- Reviewing charge lines, dates, backdating of charges and validation of charges.
- Determining eligibility for in policy and outside of policy leak allowances.
- Account update requests from other teams within the business, inclusive of complex requests from the Complaints Team.
- Consistent and correct application of governance activities relating to SWWS/B/W policies, procedures, or financial management.
- Point of contact for Tata Consultancy Services (TCS) to deal with ad-hoc escalated contacts of a complex nature, transferring process and policy knowledge through WebEx, conference calls and quality.
- Taking ownership to provide end to end customer service throughout the high consumption and customer leakage process.
- Identifying specific customer needs through active listening and interpreting customer behaviours to offer additional services, affordability tariffs.
- Liaising with South West Water field staff, our Partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines.
- Following through on committed actions, ensuring promised timescales are met and customers are kept informed of changes.
- Being responsible for the correct application of relevant governance relating to policy, procedure, or financial management.
- Positively contributing to identifying process improvement opportunities or highlighting corrective activities to ensure maximum team performance is achieved.
What we're looking for:
- Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths.
- Customer service experience.
- Ideally ability to identify and apply Leak Allowance and GSS.
- Strong communication and able to compile a substantive and structured letter/email.
What's in it for you:
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We are one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays.
- A discretionary Bonus.
- Competitive Contributory Pension.
- Access to the Company Sharesave Scheme.
- Various health benefits.
- And more!
Metered Consumption and Leakage Case Manager in 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 Plymouth
✨Tip Number 1
Get to know the company inside out! Research South West Water's values and recent projects. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries over the phone, role-play with a friend or family member. This will help you sound confident and empathetic when addressing customer concerns.
✨Tip Number 3
Be proactive during interviews! Prepare questions about the Metered Consumption & Leakage Team and how you can contribute to their goals. This shows you're not just looking for any job, but are keen to be part of their mission.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at South West Water and ready to make a splash!
We think you need these skills to ace Metered Consumption and Leakage Case Manager in Plymouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Metered Consumption and Leakage Case Manager role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your strong communication abilities. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've effectively handled customer queries in the past.
Be Personable and Professional: While we love a friendly tone, remember to keep it professional. Your application should reflect your personality but also show that you understand the importance of delivering high-quality customer service. We’re looking for someone who can connect with customers while maintaining professionalism.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our company culture there, which can help you tailor your application even further!
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 South West Water's mission, values, and recent initiatives. This will help you demonstrate your genuine interest in the company and how you can contribute to their goals.
✨Showcase Your Customer Service Skills
Since this role heavily involves customer interaction, prepare examples from your past experiences where you've successfully resolved customer queries or complaints. Highlight your ability to handle difficult situations with empathy and clarity, as this is crucial for the position.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, asking clarifying questions, and responding thoughtfully. This skill is essential for understanding customer needs and providing effective solutions in the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges you might face in the role, such as handling a complex leakage query, and prepare structured responses that showcase your analytical skills and decision-making process.
