Customer Care Representative
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Powered by Water, Driven by Purpose
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.
We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Customer Care Representative
Department: Billing Customer Experience Centre
Hours: 37 hours per week
Working Pattern: Fully flexible rota (7am–10pm, 365 days including weekends and bank holidays)
Assessment Centre Information
Assessment Centre Dates: 1st May and 5th May
Time: 1:00pm – 4:00pm
Applicants must be available to attend one of the above sessions.
As a Customer Care Representative, you will be the voice of South West Water, championing the Pennon Values and delivering a high-quality customer experience. Working within the Billing Customer Experience Centre, you will resolve customer queries efficiently and empathetically, providing reassurance and clear outcomes.
The role will initially focus on inbound telephone contact, with opportunities to expand into digital customer communication channels.
Key Responsibilities
Take ownership of customer enquiries and guide customers to timely and effective resolutions
Deliver a tailored service, identifying individual needs including vulnerability or financial hardship
Provide advice on affordability tariffs and relevant support options where appropriate
Proactively identify potential future issues or customer requirements
Share insights and feedback with colleagues and management to support continuous improvement
Working Hours
37 hours per week
Fully flexible rota between 7am and 10pm
Includes weekends and bank holidays
Rotas published in advance to support work-life balance
We are looking for individuals who are passionate about delivering excellent customer service and who take pride in resolving customer queries with empathy, accuracy and confidence.
You will be customer-focused and comfortable communicating with customers over the telephone, with the confidence to manage conversations through to resolution. You will be proactive, organised and able to take ownership of enquiries, ensuring customers receive a positive and reassuring experience.
About You – We Require
We are looking for individuals who are passionate about delivering excellent customer service and who take pride in resolving customer queries with empathy, accuracy and confidence.
You will be customer-focused and comfortable communicating with customers over the telephone, with the confidence to manage conversations through to resolution. You will be proactive and organised, able to take ownership of enquiries, and committed to delivering a positive customer experience.
Essential Criteria
GCSE Grade C (or equivalent) in English and Maths
Previous customer service experience
Excellent communication skills
Confidence managing customer conversations through to resolution
Ability to use multiple IT systems
A positive, proactive attitude with a strong work ethic
You will work well both independently and as part of a team, demonstrate initiative, and align with our values and commitment to continuous improvement. Full training will be provided.
You’ll enjoy this role if you’re motivated by delivering excellent customer service, taking ownership of customer queries, and working collaboratively to achieve positive outcomes.
Ready to make a difference? Join us as our Customer Care Representative and help create a workplace where people thrive.
We believe in rewarding our people for their hard work and dedication. As our Customer Care Representative, you'll enjoy:
Competitive Salary – Based on experience and skills
Annual Bonus Scheme – Recognising company performance
Pension Scheme – Helping you plan for your future
Flexible Working Options – We value work-life balance and offer flexible hours and hybrid working where possible
Healthcare Benefits – Access to employee assistance programs
Employee Discounts – On various products and services
Annual Leave – Take time to recharge with our holiday entitlement
Closing Date: 1st May 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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.
