Overview
Join to apply for the Digital Customer Service Representative role at South West Water.
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. We have huge ambitions, including reaching net-zero by 2030, and partnerships with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come. If you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Do you want to help shape our social presence? Are you committed to delivering excellent customer service?
We currently have a fantastic opportunity available for a Digital Customer Service Representative to join our Customer Service Digital team based in Exeter. You will join us on a permanent full-time basis, and in return, you will receive a competitive salary of £28,171 per annum plus an additional 5% shift allowance equating to £1,408 plus a range of excellent company benefits + rewards.
About the role
The Customer Service Digital team manage our company pages on Facebook, Twitter and Instagram whilst also connecting with customers through WhatsApp and Web Chat platforms.
In this role, you’ll be the voice of our company, responsible for solving customers’ queries quickly and efficiently. You will talk to our customers through a variety of communication channels, with a primary focus on digital channels such as LivePerson (online webchat) and Sprout Social (our social media platform).
We’ll support you with training, provide opportunities to build close relationships with our Pennon Media Team, and have fun developing our social presence to give the best experience for our customers!
Shift Pattern
Working 37 hours per week on a fully flexible rota basis, including every 2 in 4 Saturday or Sunday. Rota schedules are published in advance and you can organise shift swaps with colleagues as needed. Operating window: Monday to Sunday 07:00 – 22:00 (including bank holidays).
What you’ll be doing
* Respond to customers on our social media and telephony platforms in a timely and effective manner
* Provide Live Person coverage and act as an assistance point to resolve customer and colleague queries
* Take ownership of customer issues, relieve customer stress, and guide them to a quick and easy resolution with minimal effort
* Identify potential vulnerability via the customer’s communication channel of choice
* Explore social media groups to offer additional support and guidance
* Work with other areas of the business to resolve customer issues
What we are looking for
* Good knowledge of and experience working on social media platforms
* Excellent customer service experience, with proven ability to manage difficult conversations
* Good general education with a minimum of GCSE Grade C or equivalent in English and Maths
* Experience in brand representation on digital and telephony platforms
* Previous experience of working in a regulated environment
* Excellent oral and written communication skills
* Proven analytical, problem solving and cost-effective decision-making skills
* Experience of using Microsoft Office to complete daily tasks
* Ability to work under pressure, delivering within timelines
* Self-motivation with an aptitude to continuously learn
* Team player with the ability to achieve team goals
* Adaptable to change in a flexible, fast-paced environment
* Forward thinker who shows initiative and takes ownership
What’s in it for you
South West Water offers an excellent range of benefits in recognition of your hard work and commitment, including:
* Generous holiday allowance plus bank holidays
* Buy or sell annual leave for extra flexibility
* Cycle to Work scheme (tax-free bicycle and safety equipment)
* Free car parking at many sites
* Up to 26 weeks’ additional maternity leave and parental leave options
* Employee share schemes and pension options
* Free confidential Employee Assistance Programme
* Wellbeing support via Champion Health
* Free eye tests and discounts on specs
* Perkbox discounts across retailers
* Group discounts (The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage, etc.)
* Discretionary bonus
* Competitive contributory pension
Closing Date: 21st October 2025
If you are looking for a new challenge, please click apply now to be considered as our Digital Customer Service Representative — we look forward to receiving your application.
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.
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