Customer Experience Advisor

South West Water Limited; Exeter; Hybrid; GBP 27,000 - 31,000; Full time

Benefits offered by this job

Competitive Salary

Bonus Scheme

Pension Scheme

Healthcare Benefits

Professional Development

Employee Discounts

Generous Annual Leave

Job summary

South West Water in Exeter is seeking a Customer Experience Technician to deliver high‑quality service for new water and sewer connections and related diversions. The role reports to the Asset Protection and Customer Support Lead and sits within Developer Services, focusing on customer impact in every decision.

Responsibilities include guiding customers, updating them throughout the journey, liaising with inspectors and contractors, and reviewing surveys and risk assessments to produce accurate

Qualifications

• Minimum of 5 GCSEs including maths and English at grade C or above.
• Friendly and effective customer service experience.
• Ability to work with local authorities and contractors.
• Competent with standard office software and documentation.

Responsibilities

• Guide customers through build over and sewer connection processes.
• Keep customers updated via calls and emails throughout the application.
• Liaise with authorities, inspectors, architects, and contractors.
• Review CCTV sewer surveys and coordinate site visits.
• Review risk assessments and prepare accurate quotations.
• Handle small build diversion requests when needed.

Skills

Customer Service

Communication Skills

MS Office

Administration

Attention to detail

Education

GCSEs including Maths & English

Civil Engineering Specification for the Water Industry 7th Edition (desirable)

Tools

MS Office

Job description

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.

South West Water | Exeter | £27,474

12 month Fixed Term Contract

As Customer Experience Technician you will report to the Asset Protection and Customer Support Lead and work within Developer Services, the Customer Experience Technician role is responsible for delivering high-quality customer service to new water and sewer connection, build over and small build diversion customers. The Customer Experience Technician will ensure a focus on customer service is continually maintained and that the customer and business impact is considered within all decision-making processes.

What you’ll be doing:

• Guiding customers through SWW build over, new sewer connection and small build sewer diversion process.

• Keeping the customer updated throughout the journey of their application, providing excellent customer service via both incoming and outgoing calls.

• Liaising with local authority building control, approved inspectors, architects, drainage consultants and contractors regarding application requests.

• Reviewing sewer condition surveys via CCTV and liaising with SWW inspector to facilitate a site visit.

• Reviewing risk assessments and method statements for new sewer connections and small build applications and producing accurate quotations.

• Reviewing small build application requests where a customer may need to divert a public sewer.

What we are looking for:

• Existing knowledge of SWW sewer network and construction industry would be preferred

• Good general standard of education with a minimum of 5 GCSEs or equivalent including mathematics and English at grade C or above

• Civil Engineering Specification for the Water Industry, 7th Edition is desirable

• Background of Customer Service, Operational or Engineering working environment

• Proven administrative experience in a busy office environment

• Experience of using computers and packages such as MS Office

• Excellent oral and written communication skills

• Able to demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations

• Ability to work under pressure and to set deadlines.

• Ability maintain a high level of commitment to personally getting things done

• Flexible approach with the ability to embrace change.

• Decision maker - Empowered to make own decisions

Why join us?

At South West Water, we believe in rewarding our people for their hard work and dedication. As our Customer Experience Advisor you'll enjoy:

• Competitive Salary – Based on experience and skills

• Bonus Scheme – Rewarding your performance

• Pension Scheme – Helping you plan for your future

• Healthcare Benefits – Access to employee assistance programs

• Professional Development – Support for career growth with training opportunities

• Employee Discounts – On various products and services

• Generous Annual Leave – Take time to recharge with our holiday entitlement

Closing Date: 7th October 2026

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.