Network and Customer Services Technician

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 goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

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. Role Purpose As a Network & Customer Service Technician based in Exeter, you will play a key role in maintaining and operating the water distribution network, ensuring customers receive a safe, reliable, and high-quality water supply.

You will be responsible for delivering excellent customer service, responding to network issues, supporting maintenance activities, and working collaboratively with internal teams, contractors, and stakeholders to minimise supply interruptions and maintain water quality standards. This is a hands-on field-based role suited to an individual who enjoys problem-solving, customer interaction, and working within a safety-focused operational environment.

Key Responsibilities Customer Service & Stakeholder Engagement Deliver high standards of customer service, acting as a primary point of contact for customer enquiries, concerns, and complaints. Take ownership of customer issues, ensuring they are managed effectively through to resolution. Build positive working relationships with customers, regulatory authorities, contractors, and internal colleagues. Communicate clearly and professionally during customer interactions, planned works, and service interruptions.

Network Operations & Maintenance Carry out operational and maintenance activities across the water distribution network to ensure reliable service delivery. Support the maintenance, repair, and replacement of network assets to minimise interruptions to water supply and protect water quality. Undertake planned and reactive maintenance activities, including:
Network operation and maintenance activities Flushing and filtering programmes Leak detection and investigation No-dig repairs and replacements Stop tap replacements Meter installations and replacements Pressure control valve maintenance Distribution system performance monitoring Incident Response & Network Resilience Respond effectively to network incidents and emergencies. Support activities aimed at preventing Supply Interruption (SI) events. Implement mitigation measures when interruptions occur, including:
Safe zoning of the network Deployment of Alternative Water Supply (AWS) arrangements Collection and recording of operational data Event management and reporting Compliance, Safety & Record Keeping Ensure all work is completed in line with health, safety, environmental, and water quality standards. Complete risk assessments and maintain accurate records of operational activities. Comply with regulatory requirements and company procedures. Contribute to achieving key business performance measures, including Outcome Delivery Incentives (ODIs) and Customer Measure of Experience (C-MeX) targets.

Team Working Work collaboratively with Drinking Water Services teams, contractors, and delivery partners. Support colleagues in delivering operational excellence and continuous improvement initiatives. Contribute to a culture of safety, innovation, and customer focus. Person Specification Essential Qualifications & Experience Five GCSEs (or equivalent) at Grade C/4 or above, including:
English Mathematics Full, clean UK Driving Licence. Strong customer service skills with a commitment to delivering excellent customer experiences. Ability to work independently and as part of a team. Effective communication and problem-solving skills. Willingness to participate in standby and out-of-hours working arrangements. Desirable Qualifications & Experience ONC, City & Guilds, NVQ, or equivalent qualification…