Metered Consumption and Leakage Case Manager South West Water · Customer and Community

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’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goal? Net zero by 2030, supported by partnerships with Wildlife Trusts and National Parks.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash?
Join our team today.

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.

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.

• 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 of 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 SWW’S/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 Web Ex, 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

• 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

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’re 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…