Job Details
Job Title: Customer Case Specialist
Location: Hybrid working between our office in Worthing (3 days per week) and remote working (2 days per week)
Contract Type: 12 month fixed‑term contract
Hours: Full-time, Monday – Friday
Salary: Up to £29,200 depending on skills and experience
Closing Date: 2026‑05‑10
About the Role
Manage complex customer cases from initial handover through to resolution, acting as the key point of contact for the customer throughout. Work closely with a wide range of internal teams – scheduling, field teams, contractors and operational colleagues – to gather updates, coordinate actions and proactively keep customers informed, with the aim of resolving issues and preventing cases from escalating to complaints.
Responsibilities
* Handle all aspects of case management from receipt to closure.
* Coordinate with scheduling, field, contractor and operational teams.
* Keep customers updated throughout the case lifecycle.
* Escalate complications and ensure timely resolution.
Requirements
* Highly customer‑focused, empathetic, proactive and driven to go the extra mile.
* Excellent communication skills.
* Experience in case management or complex customer service environment.
* Capability to work across multiple teams and handle sensitive or complex customer scenarios with professionalism and care.
* Comfortable working in a hybrid setting with remote and on‑site time.
* Willingness to undergo security checks and provide required documentation.
Equal Opportunities
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.
Security and Vetting
* Successful candidates will be required to provide evidence of identity, eligibility to work in the UK, a criminal record check (DBS) and verification of employment and/or education history for the past three years.
* Appointment is subject to the successful completion of all pre‑employment checks, including security vetting.
* If a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment.
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