Powered by Water, Driven by Purpose South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK's most stunning landscapes. We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife. Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career. Ready to make a splash? Join our team today. We're excited to offer an opportunity for a Customer Experience Advisor to join our friendly and supportive team in Exeter. This is a chance to grow your career through our role-specific progression scheme, where you'll build your skills and experience while progressing through incremental salary milestones-from £26,276 to £30,372. Working hours: this is a full time post working 37 hours a week but part time could be considered for the right candidate, Monday-Friday, between 08:30-17:00 (16:30 finish on Fridays) About the role: As a Customer Experience Advisor, you'll deliver excellent service to customers applying for a new water connection, supporting them from initial application through to completion. You'll keep customer impact at the heart of every decision, working with colleagues and stakeholders to ensure applications progress smoothly, on time, and in line with regulatory requirements. Working closely with the New Supplies & Customer Support Lead, you'll help manage the team workbasket, contribute to key service levels, and ensure a consistently high-quality customer experience. You will be a key point of contact for customers, providing clear guidance, resolving queries, and ensuring processes run efficiently throughout the new connection journey. As part of a flexible, collaborative, and supportive team, you'll work closely with others to deliver the best possible outcomes for our customers. What you'll be doing: Delivering excellent customer service across all stages of the new connection journey Demonstrating strong working knowledge of relevant policies, charging arrangements, and processes Resolving complex or sensitive customer queries with professionalism Accurately updating and maintaining systems throughout the lifecycle of applications Acting as the first point of contact for internal and external escalations Supporting team training and coaching where required Identifying opportunities to streamline processes and enhance the customer experience Building strong working relationships with other departments Producing accurate New Connection Quotations, Refunds, and Land Entry Notices Working closely with Water Regulations Teams to ensure compliance with legislation What we're looking for: Previous customer service experience Strong administrative background in a busy environment Confident using the Microsoft Office suite Excellent communication skills Strong analytical, problem-solving, and decision-making abilities Effective organisational and time-management skills Ability to handle challenging situations and resolve issues effectively Self-motivated with a willingness to learn Ability to work under pressure and meet deadlines What's in it for you: We know our people drive our success - so we're committed to offering an excellent range of benefits, including: Generous holiday allowance bank holidays Discretionary bonus Competitive contributory pension Share-save scheme Health benefits & wellbeing support programmes Group discounts Cycle to Work scheme Financial support services Development and training opportunities and much more! Closing Date: 1st April 2026 Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process. Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness. Our core values which are essential to our success are: Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on. Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way. Be the Future - Embrace change. Drive Progress. Own the challenge.