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.
We currently have an opportunity for an Customer Experience Advisor to join our team based in Exeter. Joining us on a full-time, permanent basis, you will receive a competitive salary of £25,241 per annum plus excellent benefits. You’ll be guided through our role specific progression scheme, where you’ll have the opportunity to develop your skills, knowledge and behaviours, alongside incremental salary increases for reaching each milestone with earning opportunities of £25,241 to £29,176.
About the role
As a Customer Experience Advisor, you will be responsible for delivering high-quality customer service to new connection customers. Reporting to the Service Delivery Lead, your focus will be on maintaining exceptional customer service and considering the customer impact in all decision-making processes. You will monitor the team’s work basket and assist with tasks to achieve set goals, ensuring compliance with regulatory guidance and legislation.
What you'll be doing:
- Demonstrate excellent knowledge of all relevant systems, policy, charging arrangements, and processes.
- Resolve technical, complex, or sensitive customer queries in a courteous, positive, and professional manner.
- Accurately update and maintain corporate systems throughout the life of applications.
- Act as the first point of contact for internal and external customer escalations, ensuring early resolution.
- Assist with team training and coaching as needed, supporting the wider training of anyone involved in the new connection process.
- Proactively identify opportunities to improve processes and customer experiences.
- Collaborate with related departments to promote positive interdepartmental relationships that foster excellent customer service.
- Produce high-quality and accurate New Connection Quotations, Refunds, and Land Entry Notices.
- Support compliance with legislation by working closely with Water Regulations Teams.
What we are looking for:
- Background in Customer Service or Operational working environments.
- Proven administrative experience in a busy office environment.
- Experience with MS Office and other relevant systems (Ellipse, RAPID, CRM).
- Excellent communication skills.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent organisational and time management skills.
- Ability to manage difficult customer situations and resolve contacts effectively.
- Self-motivated with an aptitude to learn.
- Ability to work under pressure and meet deadlines.
If you are enthusiastic, organised, and a strong communicator with a passion for delivering excellent customer service, we want to hear from you. Join us and be part of a team that’s committed to making a positive impact every day. Closing date: 23rd April 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.
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What We Do
South West Water is part of Pennon Group plc. We provide reliable, efficient and high quality drinking water and waste water services throughout Cornwall and Devon and in small areas of Dorset and Somerset. We also look after the region's bathing waters and coastline.
South West Water came into being in 1989 with the privatisation of the water industry. We inherited a water system suffering from a century of neglect but, thanks to the tireless work of our 1,300 employees, have brought the region's drinking water, sewerage systems and bathing waters into line with the stringent UK and European Union standards.
This extensive programme of environmental improvement has resulted in some of the finest bathing waters in Europe, picturesque scenery and clean rivers with stunning wildlife.
We believe that by investing in the future of our region, we are not only improving the quality of life for today's residents and visitors but are also taking responsibility for future generations.
