Litigation Case Coordinator

South West Water; Bournemouth; On-site; GBP 25,000 - 30,000; Full time

Job summary

South West Water is seeking a Litigation Case Coordinator to join their Bournemouth team. This role involves assisting customers with outstanding debts, providing tailored solutions, and ensuring high-quality service in a supportive work environment. Successful candidates will enjoy ongoing development opportunities and various benefits, including generous holiday allowance and a discretionary bonus.

Benefits

Generous holiday allowance plus bank holidays

A discretionary Bonus

Competitive Contributory Pension

Access to the Company Sharesave Scheme

Various health benefits

Qualifications

• Good general standard of education required.
• Excellent communication and negotiation skills needed.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Manage customer debt through Litigation and Enforcement processes.
• Provide excellent customer service and resolve issues efficiently.
• Maintain accurate records using the CRM system.

Skills

Communication

Negotiation

Problem Solving

Education

GCSE Grade C in English and Maths or equivalent

Job description

AtSouth West Waterwe 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 a Litigation Case Coordinator position available for a motivated individual to join our team working in Bournemouth. Joining us on a full-time, permanent basis, you will receive a competitive salary of £25,946 per annum plus excellent benefits.

About the role:

We are looking for a reliable Litigation Case Coordinator who wants to work in a progressive and supportive environment. The role involves providing excellent customer service to our customers who have outstanding debt which will need to be managed through our Litigation and Enforcement processes, deciding on the most appropriate course of action

What you will be doing:

• Taking ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
• Showing initiative in offering a bespoke service and SWW (South West Water)/BW (Bournemouth Water) offerings based on customers individual circumstances
• Developing a comprehensive grasp of disengaged customer’s circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non-payment
• Solving the customer’s initial query and identifying future problems whilst proactively identifying any future benefits or requirements the customer might have
• Sharing insights with peers and management. With alignment to our company values, promote a collaborative approach to continuously improving our customer service experience
• Working will involve incoming and outbound telephone contacts, written correspondence, non-contact administration and representing the Client in contact with third parties and customer representatives and maintaining accurate records of contact with customers utilising our CRM system
• Managing individual customer cases using appropriate Litigation and Enforcement strategies to maximise debt collection whilst adhering to Court process

What we are looking for:

• Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
• Excellent communication skills, including:
• Able to lead discussions
• Communicates confidence through positive language making own decisions (where necessary) via the telephone
• Strong negotiation and reasoning skills
• Evidence you can work under pressure ensuring that strict timelines/deadlines are achieved
• Open and honest demeanour, sincerity whilst remaining tactful
• Friendly and socially confident, with a willingness to engage with others
• Confidence to direct and manage a call through to resolution
• Forward thinker who shows initiative and takes ownership
• Advocate of Innovation

What's in it for you:

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.

• Generous holiday allowance plus bank holidays
• A discretionary Bonus
• Competitive Contributory Pension
• Access to the Company Sharesave Scheme
• Various health benefits
• And more!

Closing Date: 12th June 2025

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.