Surface Water Charging Specialist in Durrington

**Job Title: Surface Water Charging Specialist Location: Durrington Contract Type: Permanent Hours: Full time – 37hrs per week Salary: c.£30,000****About the role**As the Surface Water Charging Specialist, you’ll be responsible for managing a portfolio of customer enquiries from receipt through to resolution. You'll investigate complex charging queries, analyse site and customer data, and apply charging policies to deliver accurate outcomes while providing an excellent customer experience.Working closely with internal stakeholders and customers, you'll ensure cases are resolved efficiently, maintain accurate records, and contribute to continuous improvement across the Wholesale team.**What you will be responsible for:*** Manage a portfolio of Site Area Based Charging (SABC) enquiries from receipt through to resolution, ensuring cases are completed accurately and within agreed service levels.* Investigate and assess charging queries using site information, customer data and charging policies to reach fair and accurate outcomes.* Resolve customer enquiries through a range of channels, including telephone, email and internal business systems.* Support the Surface Water Charging Manager with escalated customer issues and complex cases.* Build strong working relationships with customers, retailers and internal stakeholders to deliver a positive customer experience.* Maintain accurate records and case notes, ensuring compliance with company procedures, regulatory requirements and quality standards.* Provide clear, concise advice and updates to customers, effectively managing expectations throughout the case lifecycle.* Identify opportunities to improve processes, share best practice and contribute to the continuous improvement of service delivery. **What you'll bring to the role:*** Experience in a customer service or case management environment.* Excellent written and verbal communication skills.* Strong attention to detail and problem-solving ability.* Experience working with data and interpreting information to support decision-making.* Ability to manage multiple priorities and work to service level agreements (SLAs).* Good negotiation and stakeholder management skills.Strong IT skills, including Microsoft Office applications.* Knowledge of the water industry or case management systems would be advantageous, but not essential. **About Southern Water**Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn 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 help shape the future of our services. ***Inclusion Statement**\"We understand that great talent comes in many forms. If this role excites you and you share our commitment to delivering sustainable solutions for our communities, please apply, even if your experience doesn't perfectly match every requirement. We'll support your growth and development.\" If this role isn't quite what you're looking for but you're keen to be contacted about future opportunities at Southern Water, you can register your details through our Introduce Yourself page. **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 Water's 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 pre-employment checks, including security vetting.*### Interested in the role?* 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* Life assurance payment equal to four times your annual salary* Health benefits through a Cash Plan* Two paid community volunteering days a year* 28 days annual holiday* Occupational health service* Retail discount app* We offer competitive maternity leave, and flexible return to work options### Everybody Welcome* We value diversity and are committed to providing an inclusive and accessible recruitment process. If you require any reasonable adjustments to facilitate your participation in the recruitment process, please do not hesitate to let us know.### Need flexibility in your work?* Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role? #J-18808-Ljbffr