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- Tasks: Help customers repair leaks while managing various stakeholders and ensuring safety standards.
- Company: Join Southern Water, a diverse employer committed to inclusivity and community support.
- Benefits: Enjoy a competitive salary, company van, and a dynamic work environment with flexible locations.
- Why this job: Experience a rewarding role with varied daily challenges and the chance to make a real impact.
- Qualifications: Strong operational experience, customer service skills, and NRSWA Level 2 accreditation required.
- Other info: Driving licence essential for travel across Sussex; must be flexible with workload.
The predicted salary is between 28000 - 34000 £ per year.
This job is with Southern Water, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Closing Date: 08/07/2025
Location: Sussex based - Driving licence is essential due to travel between sites
Contract Type: Permanent
Hours: 37 hours per week
Salary: Up to £34,000.00 based on experience plus company van
We are currently recruiting for a Customer Leakage Specialist to join our growing dedicated Customer Service Leakage team at Southern Water helping our customers repair their own leaks as quickly as possible. We are dedicated to improving the customer experience; you will need excellent customer service skills as you will be dealing with all types of people. Problem solving and negotiating are essential skills as there are many complicated jobs with a variety of stakeholders, all of whom have their own requirements.
You will be working in the whole of the Southern Water Sussex area, visiting customers and checking on the progress of repairs. Communication is a key requirement of this job, liaising with the supply pipe coordinator and other stakeholders to get jobs closed as quickly as possible. This is a challenging and rewarding position where two days are never the same.
Your main duties will include:
- Management of H & S issues including the provision of informal safety training.
- Working closely with the supply pipe coordinator in managing cases.
- Working closely with our contractors PN Daly and Clancy.
- Meeting with other stakeholders to ensure work is completed as quickly as possible.
- Updating the CSL systems, ensuring accurate, detailed and timely record keeping for all CSL cases.
- Vet and authorise all instructions including specifying the work content i.e. repair or renewal.
- Ensure that guaranteed standards and response times are achieved and maintained.
- Provide cover for Supervisors when required.
- Audit of completed work and rechecks of existing cases.
- Dealing with customer complaints, being the focal point for the customer representing SWS.
- Managing, challenging and working collaboratively with local authorities and housing associations to ensure leakage is actioned and repaired in a timely way.
To be successful in this role, you will have:
- Strong operational experience.
- Required to be accredited for NRSWA Level 2 (Chapter 8).
- Blue card preferred.
- Ability to work to targets and independently.
- Must have drive and enthusiasm.
- Organisational and planning skills required.
- Excellent customer-facing skills required.
- Computer skills required.
- Fully aware of H&S policies and standards.
- Willing to be flexible in terms of location and workload.
- Understanding of Section 75 of the Water Act.
- Knowledge of and experience in the operation of potable water systems, including basic hydraulics and how water reaches customer homes through supply pipes.
- In-depth technical understanding of plumbing and how that is practically implemented to overcome a customer issue at least cost.
Customer Leakage Specialist employer: Southern Water
Contact Detail:
Southern Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Leakage Specialist
✨Tip Number 1
Familiarise yourself with the Water Act, especially Section 75, as it’s crucial for understanding your responsibilities in this role. This knowledge will not only help you during interviews but also demonstrate your commitment to the industry.
✨Tip Number 2
Brush up on your customer service skills by practising how to handle various customer scenarios. Role-playing different situations can prepare you for the diverse interactions you'll face as a Customer Leakage Specialist.
✨Tip Number 3
Network with professionals in the water industry, particularly those who have experience with leakage management. Engaging with them can provide insights and tips that could be beneficial during your application process.
✨Tip Number 4
Make sure to highlight any relevant operational experience you have, especially in managing health and safety issues. Being able to discuss specific examples will set you apart from other candidates.
We think you need these skills to ace Customer Leakage Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Leakage Specialist position. Understand the key responsibilities and required skills, such as customer service, problem-solving, and communication.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job requirements. Emphasise your operational experience, customer-facing skills, and any relevant qualifications like NRSWA Level 2 accreditation.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and explains why you are a good fit. Mention specific experiences that demonstrate your ability to manage customer relationships and solve problems effectively.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Southern Water
✨Showcase Your Customer Service Skills
As a Customer Leakage Specialist, you'll be dealing with various customers. Highlight your previous experiences in customer service and how you've successfully resolved issues. Be prepared to share specific examples that demonstrate your ability to communicate effectively and empathise with customers.
✨Demonstrate Problem-Solving Abilities
This role requires strong problem-solving skills. During the interview, discuss situations where you've had to think on your feet to resolve complex issues. Emphasise your approach to negotiating with different stakeholders and how you managed to meet their diverse requirements.
✨Familiarise Yourself with Health and Safety Standards
Understanding health and safety policies is crucial for this position. Make sure to review relevant H&S standards and be ready to discuss how you've applied these in past roles. This will show your commitment to maintaining safety while working on-site.
✨Prepare for Technical Questions
Given the technical nature of the job, brush up on your knowledge of potable water systems and basic hydraulics. Be ready to explain how plumbing works and how you would approach a customer's issue practically and cost-effectively. This will demonstrate your technical understanding and readiness for the role.
