Closing Date
25/09/2025
Job Title: Triage Agent
Location: Office-based –Durrington (Hybrid 3 days in office)
Contract Type: Permanent
Hours: Full-time, 38 hours per week (Monday to Friday)
Salary: From £26,800
About the Role
As a Triage Agent, you’ll be the first point of contact for reactive work raised by Capita, ensuring that all incoming jobs are correctly prioritised and contain the necessary information before being passed to our schedulers. You’ll play a vital role in maintaining service quality and speed by acting as a quality gatekeeper and feedback loop between Capita and our field teams.
Using tools like Techsee, you’ll video call customers to validate high-priority jobs, ensuring they are accurately assessed and escalated. Your feedback will help improve the quality of job submissions and reduce delays in the field.
What You’ll Be Doing
1. Reviewing and triaging all incoming work orders from Capita
2. Ensuring jobs are prioritised correctly and contain all required details
3. Using video calls to validate high-priority issues with customers
4. Providing constructive feedback to Capita on incorrectly raised jobs
5. Collaborating closely with schedulers, inspectors, and the network team
6. Supporting continuous improvement in job quality and customer experience
What We’re Looking For
7. Detail-oriented – able to spot missing or incorrect information quickly
8. Customer-focused – confident in speaking with customers and delivering a great experience
9. Technically aware – ideally with experience in the water industry, utilities, or similar environments
10. Collaborative – comfortable working with multiple teams and stakeholders
11. Proactive – keen to improve processes and provide valuable feedback
Package
This role will be full time Monday to Friday 38 hours a week.
Southern Water operate a hybrid approach to working between our sites and home.
12. We are offering a salary of up to TBC per annum depending on skills and experience as well as other benefits including:
13. Company and performance-related bonus
14. Generous pension up to 11% company contribution
15. 25 days annual leave
16. Life assurance equal to 4x salary
17. Salary sacrifice electric car scheme (after 6 months service)
18. Health Cash Plan
19. Full funded eye tests
20. Two paid volunteering days a year
21. Occupational health service
22. Discounts with over 800 popular retailers
23. Digital GP service
24. Study support may be available for job-related qualifications
25. Competitive maternity leave and flexible return to work options
26. Cycle to work scheme
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?
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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