Closing Date
2025-09-29
Job Title: Technical Co-ordinator
Location: Hybrid – 2 days in Durrington office, 3 days WFH
Contract Type: Perm
Hours: 37
Salary: £33,000 per annum
There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact and reducing our carbon footprint!
Job Overview
To proactively engage with our Customers (Householders, Developers, SLPs & NAVs). To collaborate with the appropriate teams and business partners to understand and deliver the customers need. To take ownership of the projects assigned from start to finish, ensuring all timescales are met, deliverables completed, and Southern Water and Industry standards adhered to while taking responsibility for the customer experience.
Responsibilities
1. Accountable for all D-Mex Service Level Agreements and Qualitative (Customer Satisfaction) scores for their projects.
2. Proactive communication with customers to build relationships, understand their needs and manage the customer journey and experience throughout the process.
3. Ensuring the most appropriate solution is in place to meet the customers need and project is delivered to time, cost and quality.
4. Completion of all the steps in the relevant process assigned to your role. Including (based on process) but not limited to; Raising of Works Orders and Service Briefs for delivery partners, modelling/design request form creation, preparation and sending of quotations to customers, creation of construction stage work packs, gathering requirements for adoption agreements, assessing developer designs, and assessing the impact of new developments.
5. Following the communication plan for the relevant process including Close Out Calls to customers.
6. Working collaboratively with other Southern Water Teams and Partners to meet customer’s needs.
7. Ensure other teams have completed required deliverables for your projects including but not limited to; infrastructure record updates, payment allocation, O&M guide handover and meter details added to billing system.
8. Ensure systems installed by partners and developers comply with relevant industry standards.
9. Proactively monitoring overall progress of projects, identifying and mitigating risks, as well as reactively resolving issues and creating actions plans to ensure service recovery in a complaint or low score situation.
10. Following governance processes and keeping corporate systems up to date with key information. Using the corporate system to provide performance updates on your projects to your Project Manager.
11. Engaging in continuous improvement activities including identifying process risks and opportunities.
12. Representing Southern Water at site meetings with customers, developers, and other stakeholders.
13. Working to Southern Water health & safety standards as well as completing H&S audits.
About You
Skills & Competencies
14. Work to demanding targets and deadlines in a high-pressure environment.
15. Work proactively and collaboratively with other teams and partners to achieve targets.
16. Deliver a high level of accuracy through attention to detail
17. Read understand and apply technical guidance documentation
18. Excellent written and verbal communication skills to present information to customers concisely, clearly, and accurately with ability to adapt approach to different situations.
19. Excellent customer service focus, demonstrating patience, empathy and resilience when dealing with customers, always maintaining a calm and professional manner.
20. Good persuasion and influencing skills with the ability to handle demanding situations, whilst adhering to company policy.
21. Good IT skills
22. Good organisational skills
23. Basic financial awareness
Qualifications
24. Engineering or water/environmental sciences qualification HNC/D or Degree level - Desirable but not essential
25. SMSTS or equivalent CDM qualification – Desirable but not essential
26. Project management Qualification (APM, PRINCE2 etc.) - Desirable but not essential
27. Driving Licence
Package
This role will be full time Monday to Friday with a hybrid approach at our Durrington office 2 days a week, 3 days WFH.
We are offering a salary of up to £33K per annum depending on skills and experience 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 Customer Service 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.
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