Metered Consumption & Leakage Case Manager

South West Water Limited; Exeter; Hybrid; GBP 26,000 - 27,000

Job description

Are you ready to join a team that values excellence, innovation and customer satisfaction, while working collaboratively with the wider teams? Do you excel at identifying customer needs and delivering tailored solutions?

We currently have a fantastic opportunity available for a Metered Consumption & Leakage Case Manager to join our team based in Exeter. You will join us on a permanent full-time basis, and in return, you will receive a competitive salary of £26,947 per annum plus a range of excellent company benefits + rewards.

About the role:

As the Metered Consumption & Leakage Case Manager, you will champion the Pennon Values and play a key role in the Metered Consumption & Leakage Team, acting as the voice of our company and resolving customer queries related to unexplained consumption and leakage efficiently.

Your efforts will provide customers with resolution and peace of mind, communicating with customers through various contact channels. This role involves the end-to-end delivery of customer service, focusing on high-quality care and performance in line with customer promises, business priorities, and targets.

Shift:

The position includes a variable shift pattern working 37 hours per week, Monday to Friday and 1 in 3 Saturdays working 09:00 – 17:00. On the week where a Saturday is worked an additional day off in the week will apply.

Your variable shift pattern will consist of either:

1. 08:00-16:00
2. 09:00-17:00
3. 10:00-18:00

Hybrid working:

Hybrid working options will be discussed on a case-by-case basis, depending on the individual’s needs, and once your knowledge is fully embedded and training is complete.

What you’ll be doing:

• Deliver high-quality customer service, ensuring consistent, high-quality customer interactions, meeting Outcome Delivery Incentives (ODIs) performance metrics and supporting Pennon Strategy and Values.
• Create bespoke letters, drafting custom letters in response to written customer queries within set internal timescales, meeting company DG targets.
• Handle complex queries with empathy, addressing intricate questions related to water and sewerage charges, eligibility for leak allowances, and account updates.
• Engage with external partners, liaising with Tata Consultancy Services (TCS) to manage ad-hoc escalate contacts of a complex nature, transferring process and policy knowledge through WebEx, conference calls and quality.
• Take ownership, providing end to end customer service throughout the high consumption and customer leakage process.
• Identify customer needs, using active listening to understand customer requirements and suggest additional services or affordability tariffs.
• Liaise with field staff, working with South West Water field staff, partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines.
• Ensure follow-through, committing to actions ensuring promised timescales are met and customers are kept informed of changes throughout the resolution process.
• Accountable for ensuring Health and Safety compliance is always maintained, escalating any potential risks immediately.

What we are looking for:

• Good general standard of education with a minimum of GCSE pass for English and Maths.
• Customer service experience.
• Able to compile a substantive and structured letter/email.
• Collaboration skills, confident to interact and communicate with various teams using multiple contact channels.
• Excellent oral and written communication skills.
• Confident with IT programme; Microsoft Office package.
• Good numerical & problem solving skills.

At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:

• Generous holiday allowance plus bank holidays.
• Buy or sell annual leave to offer you extra flexibility.
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme.
• We offer free car parking at the majority of our sites.
• Take up to 26 weeks’ additional maternity leave.
• Share your parental leave and split your time off to care for your child how you choose.
• Invest in Pennon Group Plc through our employee share schemes.
• We support our people by offering a free, confidential Employee Assistance Programme.
• Look after your wellbeing with our Champion Health support platform.
• Enjoy free eye tests and discounts on frames and lenses at Specsavers.
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more through Perkbox.
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more.
• A discretionary Bonus.
• Competitive Contributory Pension.

Closing Date: Thursday 17th April 2025

If you are looking for a new challenge, please click apply now to be considered as our Metered Consumption & Leakage Case Manager - 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.