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 be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
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 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
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 WebEx, conference calls and quality
Liaising with South West Water field staff, our Partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines
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
Ability to identify and apply Leak Allowance and GSS
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. Generous holiday allowance plus bank holidays
A discretionary Bonus
Competitive Contributory Pension
Access to the Company Sharesave Scheme
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, we celebrate uniqueness.