Closing Date
2026-01-12
Job Title: Smart Metering Customer Contact Manager
Location: Worthing, Durrington Hybrid
Work Type: Permanent
Hours: 37 per week
Salary: Up to £44k plus benefits
About Us
At Southern Water, we’re committed to protecting and enhancing life through water. Our Smart Metering initiative is a key part of our strategy to minimise water abstraction, reduce carbon impact, and deliver a better experience for our customers. By joining our team, you’ll be part of a forward-thinking function that’s driving customer engagement and operational change across the business.
You’ll work closely with our Smart Operations Centre and Customer Service teams, as well as our Alternative Metering Service (AMS) Partner, to deliver a seamless and positive customer journey.
What you will be responsible for
As the Smart Metering Customer Contact Manager, you’ll oversee day-to-day customer service operations and engagement. You’ll manage customer contact, coordinate with internal and external teams, and lead a metering operational support team. Your focus will be on delivering high standards of service, supporting your team, and driving continuous improvement.
Key Responsibilities
1. Oversee inbound customer communications, ensuring timely responses and resolutions within internal service level agreements (SLAs)
2. Lead, coach, and develop the metering support team to achieve high performance and engagement
3. Collaborate with internal teams (technical support, field operations) and external partners to resolve customer issues efficiently
4. Continuously evaluate and optimise customer service workflows for efficiency and compliance with best practices
5. Monitor performance metrics and provide regular reports to senior management
6. Act as the key liaison between customer service, project managers, technical teams, and external contractors for Smart Meter installations
7. Address customer concerns and complaints professionally, ensuring high levels of satisfaction
Additional Requirements
8. May involve rota or standby duties as required by the function
9. Occasional travel to other sites or partner locations may be required
What you’ll need
Essential:
10. Strong background in customer service operations, ideally in utilities or a service-oriented industry
11. Proven experience in leading operational teams, preferably within metering, utilities, or a related industry
12. Excellent communication skills, both verbal and written
13. Strong analytical and problem-solving skills, with experience in issue resolution and process optimisation
14. Proficient with the Microsoft suite
15. Proven leadership and team management experience
16. Desirable:
17. Experience with smart metering technology and installation processes
18. Background in the utilities industry
Progression opportunities
Our mission is to protect and enhance life through water—and we need passionate people to help us achieve it. If you’re inspired by our purpose and believe you can contribute, apply today. You don’t need to meet every criterion; what matters most is your drive to make a difference.
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
Our Commitment to Diversity
We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.
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