Leakage Case Coordinator

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 charities, 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.

**Do you want to join a company that values collaboration and high-quality customer service?**

We currently have a number of fantastic opportunities available for a
**Leakage Case Coordinator **to join our team based in
**Exeter**.
** **You will join us on a
**full-time, permanent basis**, and in return, you will receive a competitive salary of
**£23,074 per annum plus a range of excellent company benefits + rewards.**

**About the role**:
As our Leakage Case Coordinator, you will be working in a fun and exciting environment being responsible for delivering key high quality end-to-end customer service and driving performance to provide a gold standard service to our customers in accordance with customer promises, business priorities and targets.

**Shift**:
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:
08:00-16:00

09:00-17:00

10:00-18:00

**What you’ll be doing**:

- Delivery of 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 targets
- Handling customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution
- Reviewing and backdating of account 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
- 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 internal chat
- 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
- Positively contributing to identifying process improvement opportunities or highlighting corrective activities to ensure maximum team performance is achieved

**What we are looking for**:

- Good general standard of education with a minimum of GCSE pass for English and Maths
- Collaboration skills, confident to interact and communicate with various teams using multiple contact channels

**What's in it for you**:
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 though Perkbox
- A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
- A discretionary Bonus
- Competitive Contributory Pension
- And plenty more

**Closing Date**:Sunday 4th December

If you are looking for a