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- Tasks: Manage complex customer cases and ensure smooth resolutions while keeping customers informed.
- Company: Join Southern Water, a leader in transforming the water industry.
- Benefits: Up to ÂŁ29,200 salary, generous pension, health benefits, and 25 days holiday.
- Other info: Hybrid working model with opportunities for professional growth.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 29200 - 29200 ÂŁ per year.
Location: Hybrid working between our office in Worthing (3 days pw) and remote working (2 days pw)
Contract Type: 12 month fixed-term contract
Hours: Full-time, Monday - Friday
Salary: Up to ÂŁ29,200 depending on skills and experience
About the role
In this role, youâll manage complex customer cases from initial handover through to resolution, acting as the key point of contact for the customer throughout. Youâll work closely with a wide range of internal teams including scheduling, field teams, contractors and operational colleagues, to gather updates, coordinate actions and proactively keep customers informed, with the aim of resolving issues and preventing cases from escalating to complaints.
What youâll bring to the role:
Weâre looking for a highly customer-focused individual with a genuine passion for helping people. Youâll be empathetic, proactive and driven to go the extra mile to ensure customers feel supported, listened to and confident in the service they receive at every stage of their journey. To succeed in this role, youâll need excellent communication skills and experience of working in a case management or complex customer service environment. Experience within the water industry isnât essential and full training will be provided, but the ideal candidate will be comfortable working across multiple teams and handling sensitive or complex customer scenarios with professionalism and care.
About Southern Water
Southern Water is at the forefront of transforming Britainâs water industry, investing significantly to enhance resilience, sustainability, and service excellence. With ÂŁ7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed. You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation. Our mission is to protect and enhance life through water and we need passionate people to help us achieve it. If youâre inspired by our purpose and believe you can contribute, apply today. You donât need to meet every criterion; what matters most is your drive to make a difference.
If this role isnât quite what youâre looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself.
Our Commitment to Diversity
We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.
Additional information
In line with Southern Waterâs security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years. Appointment to this role is subject to the successful completion of all preâemployment checks, including security vetting. Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.
We reserve the right to close this advertisement early if we receive a high volume of suitable applications, so if you are interested in the position please do send your application over today to ensure consideration. We truly appreciate every application. Please note, that due to the volume of interest, we may not be able to provide personalised feedback to all applicants.
Our Benefits
- Company and performance-related bonus
- Generous pension with up to 11% company contribution
- Life assurance payment equal to four times your annual salary
- Health benefits through a Cash Plan
- Two paid community volunteering days a year
- 25 days annual holiday
- Occupational health service
- Retail discount app
- We offer competitive maternity leave, and flexible return to work options
Customer Case Specialist employer: Southern Water group
Contact Detail:
Southern Water group Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Case Specialist
â¨Tip Number 1
Network like a pro! Reach out to current or former employees at Southern Water on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
â¨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle complex cases and keep the customer informed. Show them youâre the empathetic problem-solver they need!
â¨Tip Number 3
Donât just wait for the job to come to you! Apply through our website and make sure to follow up with a quick email expressing your enthusiasm. It shows initiative and keeps you on their radar.
â¨Tip Number 4
Be yourself during the interview! Southern Water values authenticity and passion for helping people. Share your experiences and let your personality shine through â itâs all about making that connection.
We think you need these skills to ace Customer Case Specialist
Some tips for your application đŤĄ
Show Your Customer Focus: Make sure to highlight your passion for helping customers in your application. We want to see how youâve gone the extra mile in previous roles, so share specific examples that showcase your empathy and proactive approach.
Tailor Your Application: Donât just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing candidates who take the initiative to align their background with our needs.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and qualifications. Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way to ensure your application gets seen by the right people. Plus, it shows us youâre serious about joining our team at Southern Water!
How to prepare for a job interview at Southern Water group
â¨Know Your Customer Service Basics
Brush up on your customer service principles, especially around empathy and communication. Be ready to share examples of how you've handled complex customer cases in the past, as this will show your understanding of the role.
â¨Research Southern Water
Familiarise yourself with Southern Water's mission and recent initiatives. Understanding their commitment to sustainability and service excellence will help you align your answers with their values during the interview.
â¨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific customer scenarios. Think about times when you've resolved issues or prevented complaints, and be prepared to discuss your thought process and actions in detail.
â¨Show Your Team Spirit
Since the role involves working closely with various internal teams, highlight your teamwork skills. Share examples of how you've collaborated with others to achieve a common goal, demonstrating your ability to coordinate effectively.