Closing Date 2025-09-25 Job Title: Triage Agent Location: Office-based –Durrington (Hybrid 3 days in office) Contract Type: Permanent Hours: Full-time, 38 hours per week (Monday to Friday) Salary: From £26,800 depending on experience About the Role As a Triage Agent, you’ll be the first point of contact for reactive leakage work raised by Capita, ensuring that all incoming jobs are correctly prioritised and contain the necessary information before being passed to our schedulers. You’ll play a vital role in maintaining water service quality and speed by acting as a quality gatekeeper and feedback loop between Capita and our field teams. Using tools like Techsee, you’ll video call customers to validate high-priority leakage jobs, ensuring they are accurately assessed and escalated. Your feedback will help improve the quality of job submissions to the internal team and reduce delays in the field and ultimately our customers. What You’ll Be Doing Reviewing and triaging all incoming work orders from Capita Ensuring all leakage jobs are prioritised correctly and contain all required details Using video calls to validate high-priority issues with customers Providing constructive feedback to Capita on incorrectly raised jobs Collaborating closely with schedulers, inspectors, and the network team Supporting continuous improvement in job quality and customer experience What We’re Looking For Technically aware – ideally with experience in the water industry, utilities, or similar environments Detail-oriented – able to spot missing or incorrect information quickly Customer-focused – confident in speaking with customers and delivering a great experience Collaborative – comfortable working with multiple teams and stakeholders Proactive – keen to improve processes and provide valuable feedback Package This role will be full time Monday to Friday 38 hours a week. Southern Water operate a hybrid approach to working between our sites and home. We are offering a salary of starting from £26,800 per annum depending on skills and experience as well as other benefits including: Company and performance-related bonus 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 scheme Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role? 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 LI-SC1