Customer Side Leakage Agent – Contact Team Member
Location: Huntingdon
Contract: Full time / Permanent
Salary: dependent on experience & skills
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service
* Industries: Administrative and Support Services
Who we are?
Integrated Metering Alliance (IMA) is the team that provides new and replacement meters, water saving initiatives and develops new ways to better service our customers. This area of Anglian Water has a whole host of roles and opportunities available, from operational frontline work to project management, data analysis and more.
IMA is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job.
If you want to join a team that is rapidly expanding, full of growth opportunities and networking opportunities with partner organisations, join us.
Role Overview
We’re looking for a Customer Side Leakage Agent to join our IMA OMC team in a vital technical and customer‑focused role. Using smart meter technology, you’ll help detect, investigate and resolve customer‑side water leaks, supporting efficient water use, reducing waste, and improving customer outcomes.
This is an office‑based role where you’ll carry out remote investigations and virtual visits, working closely with customers and internal teams to manage leak cases from first detection through to resolution.
Key Responsibilities
* Takes ownership and follows issues through to resolution
* Communicates clearly, honestly and with empathy
* Adapts communication style to suit different audiences
* Uses data and insight to make informed decisions
* Actively looks for ways to improve how things are done
* Understands how their role contributes to Make Today Great for customers
* Ensures ideas are implemented in order to drive continuous improvement
* Engages and supports process improvements to maximise first time resolution for our internal and external customers
What it will take – Skills, Experience & Behaviours
* Excellent communication skills
* Ability to think commercially
* Understanding of the regulatory and operating environment
* Able to translate technical knowledge to others
* Resolve issues or provide a clear handover
* Take ownership for problems or requests and explain what will be done
* Develop relationships that will build others’ trust by consistently showing respect, sensitivity, listening and sharing knowledge and skills
* Be open and honest in dealings with others
* Understand the importance of, and follow the rules for, protecting people’s data
Qualifications & Tool Proficiency
* Expert knowledge of SAP and Puzzel as methods of booking and contact with our customers.
* Basic understanding of Oracle and will work closely with the relevant scheduler or team to ensure the customer's needs are met.
Benefits
* Bonus scheme
* Private health care
* Competitive pension scheme
* Up to 26 days annual leave rising with length of service
* Flexible benefits to support your wellbeing
Equal Opportunity Statement
Inclusion is for everyone and we are an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an environment where all our colleagues feel they belong.
Apply
If you feel this is the next move for you, please apply today!
Closing date: 5th January 2026
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