Overview
At South West Water we are responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the South West area. We are committed to reaching net-zero by 2030 and work with Wildlife Trusts, National Parks and local partners to help ensure a better future. We are looking to recruit for the Customer Care Representative role in Exeter.
This is a full-time, permanent position starting from £25,274, with progression and an additional 5% shift allowance (£1,263). We offer a range of benefits and development opportunities.
About the role
You will work in a fast-paced customer service team, speaking directly to customers, listening to their queries, and providing quick and efficient resolutions. The role initially focuses on inbound telephone contacts, with opportunities to engage via our digital channels and handle billing queries, operational queries (including supply interruptions), dispatching technicians for leaks/sewer issues, and handling wholesale queries.
You will receive training and support, including learning our back-office processes and enrolment onto our bespoke operational learning academy at our main office in Exeter.
Start date and assessment
Start date: Monday 1 December 2025
Assessment centres: Wednesday 22 October 17:00-20:00; Thursday 23 October 17:00-20:00; Monday 27 October 13:00-16:00
Shift patterns
37 hours per week on a fully flexible rota basis: 7am to 10pm, 365 days a year (including weekends and bank holidays). Rota schedules are published in advance and require some flexibility.
What you’ll be doing
* Take ownership of customer issues, provide a quick and easy resolution with minimal effort from the customer
* Offer bespoke services and SWW offerings based on individual circumstances
* Identify potential vulnerability via the customer’s preferred communication channel
* Resolve the initial query and proactively identify future benefits or requirements
* Promote a collaborative approach to continuously improve the customer service experience
* Commit to returning Home Safe and Well as a core responsibility
What we are looking for
* Minimum GCSE Grade C or equivalent in English and Maths
* Excellent communication skills
* Open, honest, tactful and friendly demeanour
* Confident to direct and manage calls to resolution
* Customer service experience is desirable
What’s in it for you
* Generous holiday allowance plus bank holidays
* Localised incentives and weekly recognition
* Subsidised on-site Costa; coaching, training and development opportunities
* Cycle to Work scheme, free car parking at most sites
* Parental leave options, employee share schemes, confidential Employee Assistance Programme
* Wellbeing support platform, eye tests discounts, and perks through Perkbox
* Group discounts and a discretionary Bonus
* Competitive contributory pension
Closing Date: 21 October 2025
If you are looking for a new challenge, please apply to be considered as our Customer Care Representative. A mandatory DBS check will be part of onboarding.
Be yourself, we like it that way. We value diversity and inclusion as essential to our success.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Other
* Industries: Utilities
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