We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.
Portsmouth Water are looking for a Customer Field Support Advisor to join the team.
Are you passionate about helping customers and making a real difference in how water is used? Join our friendly field team supporting the rollout of smart meters, where you’ll be out and about meeting customers, offering follow-up support, and promoting water efficiency in homes and businesses.
You’ll be the welcoming face of our serviceconfidently answering questions, giving practical advice on leaks and usage, and working closely with colleagues and contractors to deliver a great experience. If you enjoy working with people, solving problems, and taking pride in excellent customer satisfaction, this is an exciting opportunity to build a rewarding career in the field.
What will you be doing?
Key Responsibilities
* Arrange smart meter exchanges/installations for business customers through a mix of in-person visits, telephone calls, and email correspondence.
* Carry out on-site problem solving where smart meter installations are complex or challenging.
* Complete follow-up visits after smart meter installations where required.
* Conduct in-person and virtual appointments for customers experiencing continuous flow, identifying causes and recommending solutions.
* Deliver in-person and virtual water efficiency audits for business customers.
* Undertake leak detection on both customer and water company assets, including completing simple repairs where appropriate.
* Manage inbound customer enquiries via phone and email, providing timely and effective support.
* Provide administrative support aligned to non-household (NHH) code requirements when required.
* Liaise closely with internal field teams and external contractors delivering work on behalf of Portsmouth Water.
* Carry out desktop analysis to ensure meters are correctly sized ahead of smart meter exchanges.
* Proactively manage instances where smart meters are not communicating, following non-household (NHH) process to minimise business impact.
* Monitor smart meter data for signs of continuous flow and coordinate appropriate follow-up actions.
* Work collaboratively as part of the wider meter reading team, supporting the delivery of meter reading services as needed.
* Attend non-household smart meter installations alongside Cappagh when required, providing on-site support.
What do you need?
Skills, Qualifications & Competencies
* Excellent communication skills
* Organisational and time management skills
* Able to work as a team as well as using own initiative
* Be able to work under pressure effectively and efficiently
* Prioritisation skills
* Collaborative working with other internal departments and contractors
* Strong attention to detail and accuracy
* Suggest changes to make processes more efficient
* Have a positive can-do attitude
* Have a technical understanding of our assets and our network
* Previous field/technician experience is desirable but full training will be provided.
* You will be required to have a full UK manual car driving licence (Class B), you will have to undergo a driving assessment, consent to ongoing driving licence checks and additionally any other safety measures deemed necessary by Portsmouth Water Ltd in connection with driving.
We recognise people want to work in a variety of different ways, and that’s why we’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.
Please note, we may close this advert early if we receive a high volume of applications so we encourage you to apply as soon as possible to avoid missing out.
We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.
Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.
Due to the high volume of applications we may receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.
What can Portsmouth Water offer you?
At Portsmouth Water, we believe in rewarding our people. Here’s just a taste of what’s waiting for you when you join the team:
Holidays Made Better
Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.
A Pension That Works for You
We’ll help secure your future with a generous pension scheme, contributing up to 15% because your tomorrow matters as much as your today.
Performance Pays Off
You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance because when we succeed together, you should benefit too.
Family Comes First
Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.
Social Events
All expenses covered summer and winter social events
Peace of Mind, Always
Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.
Comprehensive Wellbeing Support
Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.
PW Perks Treat Yourself!
Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like:
* Electric Vehicle Scheme (after 1 year)
* Cycle to Work Scheme
* Health Cash Plan
and so much more!