Closing Date
2025-09-15
Location: Office-based – Durrington (Hybrid: 3 days in office)
Contract Type: Permanent
Hours: Full-time, 38 hours per week (Monday to Friday)
Salary: From £29,200
Interview Date: Please note interviews will be held W/C 08/09
About The Role
Are you passionate about delivering exceptional customer service, especially when things get complex? As a Customer Case Specialist, you’ll take ownership of our most sensitive and multi-step customer journeys. You’ll be the dedicated point of contact for customers with ongoing or complicated cases, ensuring they feel informed, supported, and valued every step of the way.
You’ll proactively communicate with customers, liaise with internal teams such as schedulers, and inspectors, and ensure updates are timely and accurate. Your calm, proactive approach will help de-escalate issues and build trust with our customers.
What You’ll Be Doing
- Managing complex customer cases from start to resolution
- Acting as the single point of contact for customers, providing regular and proactive updates
- Liaising with internal teams to gather accurate information
- Translating technical updates into clear, customer-friendly communication
- Taking ownership of the customer journey and ensuring a seamless experience
- Supporting de-escalation and resolution of complaints or concerns
What We’re Looking For
- Experienced – ideally with a background in managing complex customer cases
- Calm under pressure – able to de-escalate and manage sensitive situations
- Proactive – takes initiative to keep customers informed without being prompted
- Collaborative – works well with internal stakeholders to get the right outcomes
- Water industry experience is a bonus, but not essential – full training will be provided
Package
- This role will be full time Monday to Friday 38 hours a week.
- Southern Water operate a hybrid approach to working between our sites and home.
- We are offering a salary of up to TBC per annum depending on skills and experience as well as other benefits including:
- Company and performance-related bonus
- Generous pension up to 11% company contribution
- 25 days annual leave
- Life assurance equal to 4x salary
- Salary sacrifice electric car scheme (after 6 months service)
- Health Cash Plan
- Full funded eye tests
- Two paid volunteering days a year
- Occupational health service
- Discounts with over 800 popular retailers
- Digital GP service
- Study support may be available for job-related qualifications
- Competitive maternity leave and flexible return to work options
- Cycle to work scheme
Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?
Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.
Privacy Statement
Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.
All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered.
