Closing Date 2026-03-24 Customer Quality Advisor – 12‑Month Maternity Cover Location: Durrington, Worthing (Hybrid, 3 days onsite) Contract: Fixed Term (12 months) Salary: £30,000 - 33,000 per annum With a growing focus on delivering exceptional experiences for our customers, we’re looking for an innovative and customer‑centric Customer Quality Advisor to join our team on a 12‑month maternity cover contract. This is an exciting opportunity for someone who is passionate about improving customer journeys, challenging the status quo, and helping us deliver the highest standards of service across Southern Water. Quality Advisors play a vital role in ensuring we consistently provide excellent service across all areas of the business, including Billing, Operations, Water Quality and Collections. You’ll monitor customer contact channels, identify opportunities for improvement, and work closely with stakeholders to drive meaningful change. We’re looking for a friendly, adaptable team player who genuinely cares about the people they work with and the community they serve. What you’ll be doing Regularly reviewing customer contact channels to ensure we deliver the highest level of service. Assessing your findings and providing clear, evidence‑based feedback to stakeholders. Escalating concerns to your line manager or relevant teams to prevent repeat issues. Working collaboratively with stakeholders to implement actions that improve customer experience and reduce complaints. Ensuring all customer communications, written and verbal are clear, jargon‑free and easy to understand. Challenging existing processes and exploring innovative ways to enhance the customer journey. Maintaining accurate action plans and identifying trends to drive process improvements and efficiencies. Developing and maintaining the knowledge and skills needed to excel in your role. What we’re looking for A passion for delivering outstanding customer experiences. Strong analytical skills and the confidence to challenge processes constructively. Excellent communication skills, with the ability to provide clear and actionable feedback. A collaborative mindset and the ability to build strong relationships across teams. Curiosity, creativity and a drive to make lasting improvements for our customers. Why join us? You’ll be part of a supportive, forward‑thinking team that puts customers at the heart of everything we do. This role gives you the chance to influence real change, improve service quality, and make a meaningful difference to the communities we serve. Package This role will be full time Monday to Friday with a hybrid approach between our Durrington office and working from home. We are offering a salary of up to £33,000 per annum as well as other benefits including: • Generous pension up to 11% company contribution • 25 days annual leave • Life assurance equal to 4x salary • Salary sacrifice electric car scheme (after 6 months service) • Health Cash Plan • Full funded eye tests • Two paid volunteering days a year • Occupational health service • Discounts with over 800 popular retailers • Digital GP service • Study support may be available for job-related qualifications • Competitive maternity leave and flexible return to work options • Cycle to work scheme Join our Quality Assurance Team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers, and the environment. 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? If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com) Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position. Privacy Statement: Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application. All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered. LI-Hybrid