Customer Care Representative

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At South West Water we believe that the strongest businesses are built on solid, stable foundations – with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to provide reliable, efficient and high‑quality drinking water and wastewater services for the beautiful South West area. We’re committed to reaching net‑zero by 2030 and partner with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

If you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #Just Add Water .

As our Customer Care Representative you will work in a fun, rewarding and fast‑paced customer service team. On a day‑to‑day basis you will be the voice of the company, speaking directly to our customers, listening to their queries and providing a quick and efficient resolution. The role will focus on inbound telephone contacts, with opportunities to liaise with customers via digital communication channels and provide support for billing, operational and wholesale queries.

Working 37 hours per week on a fully flexible rota: 7 am to 10 pm. The role requires cover 365 days a year, including weekends and bank holidays, with rota schedules published with sufficient time to review.

Monday, 2nd February 2026

• Tuesday 6th January, 1 pm – 4 pm
• Wednesday 7th January, 5 pm – 8 pm
• Friday 9th January, 9 am – 12 noon

• Taking ownership of customer issues, relieving customer stress while guiding them to a quick and easy resolution with minimum effort.
• Showing initiative in offering bespoke service and SWW offerings based on the customer’s individual circumstances.
• Identifying potential vulnerability (when relevant) via the customer’s chosen communication channel.
• Solving the customer’s initial query and proactively identifying any future benefits or requirements the customer might have.
• Aligning with our company values, promoting a collaborative approach to continuously improve the customer service experience.
• Ensuring every employee has the right and ability to return home safe and well each day.

• Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths.
• Excellent communication skills.
• Open and honest demeanour, sincerity whilst remaining tactful.
• Friendly and socially confident, with a willingness to engage with others.
• Confidence to direct and manage a call through to resolution.
• Customer service experience is desirable.

We offer an excellent range of benefits, including:

• Generous holiday allowance plus bank holidays.
• Localised incentives and weekly recognition.
• Subsidised on‑site Costa.
• Coaching, training and development opportunities.
• Buy or sell annual leave for extra flexibility.
• Buy a bike and safety equipment tax‑free through our Cycle to Work scheme.
• Free car parking at the majority of our sites.
• Up to 26 weeks’ additional maternity leave.
• Share parental leave and split time off to care for your child as you choose.
• Invest in Pennon Group plc through employee share schemes.
• Free, confidential Employee Assistance Programme.
• Champion Health support platform for wellbeing.
• Free eye tests and discounts at Specsavers.
• Access to thousands of discounts through Perkbox.
• Group discounts such as The Dell Advantage Programme, Virgin Media Affinity, Vodafone Advantage and more.
• Discretionary bonus.
• Competitive contributory pension.

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 and celebrate uniqueness.

• Be Rock Solid – Build trust and be trusted.
• Be You – We want you to bring your best every day.
• Be the Future – Embrace change, drive progress, own the challenge.