Metered Consumption and Leakage Case Manager

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come. So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater. Are you looking for a role where you can use your experience to bring about real change within a proactive and environmentally conscious company? We currently have an opportunity available for a Metered Consumption and Leakage Case Manager to join our team working in Exeter. Joining us on a full-time, permanent basis, you will receive a competitive salary of £27,010 per annum plus excellent benefits. About the role: As a Metered Consumption and Leakage Case Manager, you will be working within the Revenue Management function in the Metered Consumption & Leakage Team at South West Water. You will be the voice of our company, responsible for solving customers’ unexplained consumption and leakage queries quickly and efficiently. You are trusted and empowered to provide customers with resolution and peace of mind regarding their queries. You will talk to our customers through a variety of communication channels, although initially your role will be focused on outbound telephone contacts. What You’ll Be Doing Delivering consistent high-quality customer service as measured through ODI performance whilst supporting the Pennon Strategy and championing the Pennon Values Creating bespoke letters to respond to written customer contact, within the agreed internal timescale ensuring that the responses provided meet the Company’s DG targets Handling customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution Reviewing of charge lines, dates, backdating of charges and validation of charges Determining eligibility for in policy and outside of policy leak allowances Account update requests from other teams within the business, inclusive of complex requests from the Complaints Team Consistent and correct application of governance activities relating to SWW’S/B/W policies, procedures, or financial management Point of contact for Tata Consultancy Services (TCS) to deal with ad-hoc escalated contacts of a complex nature, transferring process and policy knowledge through WebEx, conference calls and quality Taking ownership to provide end to end customer service throughout the high consumption and customer leakage process Identifying specific customer needs through active listening and interpreting customer behaviours to offer additional services, affordability tariffs Liaising with South West Water field staff, our Partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines Following through on committed actions, ensuring promised timescales are met and customers are kept informed of changes Being responsible for the correct application of relevant governance relating to policy, procedure, or financial management Positively contributing to identifying process improvement opportunities or highlighting corrective activities to ensure maximum team performance is achieved What we're looking for Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths Customer service experience Ability to identify and apply Leak Allowance and GSS Able to compile a substantive and structured letter/email What's in it for you We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition In return, we offer an excellent range of benefits including: Generous holiday allowance plus bank holidays A discretionary Bonus Competitive Contributory Pension Access to the Company Sharesave Scheme Various health benefits And more Closing Date: 15th December 2025 Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness. Our core values which are essential to our success are: Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on. Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way. Be the Future - Embrace change. Drive Progress. Own the challenge.