**Closing Date**2026-03-31Job Title: Wholesale Case SpecialistLocation: Durrington (2-3 days onsite)Contract Type: Perm Hours: 37Salary: £28,000-31,000 per annum DOEJob OverviewAt Southern Water, we’re committed to delivering water for life. As a Wholesale Case Specialist, you’ll play a vital role in supporting our Business Retail Market (BRM) operations by managing and resolving retailer enquiries with precision, empathy, and professionalism. You’ll be responsible for assessing work requests, coordinating site visits, and ensuring timely updates across multiple channels. This is a dynamic role that requires excellent communication skills, a customer-first mindset, and the ability to manage multiple cases to successful resolution within agreed service levels.Your key accountabilities * Assess retailer work requests, determining validity and identifying the need for site inspections or system updates* Plan and coordinate site visits with field technicians and third-party contractors* Ensure timely updates and completion of data sets within mandatory SLAs* Manage inbound and outbound communications with retailers to gather and provide information* Provide regular updates on case progress, major actions, and scheduled works* Support the Wholesale Service Desk Manager and Retailer Relationship Manager in resolving escalated issuesAbout YouWhat you’ll bring - Proven experience in customer service, ideally in a call-handling environment- Excellent written and verbal communication skills- Strong IT skills, with proficiency in case management and scheduling tools (desirable)- Have a good understanding / experience working with multiple Windows based IT systems, excel, word, etc- High attention to detail and accuracy- Ability to work to targets and SLAs- Experience in a data-driven environment- Adaptability and efficiency in managing multiple case files- Strong negotiation and persuasion skills- Ability to engage and empathise with commercial customers- Eagerness to learn and growQualifications & experience- GCSEs in English and Maths (or equivalent)- Experience in a commercial customer service environment- Full UK Driving Licence (desirable)- Experience managing commercial customers in a utilities environment (highly desirable)We’re transforming how we serve our customers and communities. Join us and be part of a team that values innovation, collaboration, and a shared commitment to making a difference.PackageThis 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 £31,000 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 schemeJoin our Wholesale services 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 nothours aren’t possiblewe can’t accommodate every flexible working request, we’ll tryIf 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: 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* We reserve the right to close this advertisement early if we receive a high volume of suitable applications, so if you are interested in the position please do send your application over today to ensure consideration.* We truly appreciate every application. Please note, that due to the volume of interest, we may not be able to provide personalised feedback to all applicants.### Our Benefits* Company and performance-related bonus* Generous pension with up to 11% company contribution* Life assurance payment equal to four times your annual salary* Health benefits through a Cash Plan* Two paid community volunteering days a year* 25 days annual holiday* Occupational health service* Retail discount app* We offer competitive maternity leave, and flexible return to work options
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