Network and Customer Service Technician (2724)

South West Water Limited; Exeter; On-site; GBP 26,000 - 30,000; Full time

Job summary

An established industry player is seeking a Network and Customer Service Technician to join their Exeter team. This full-time role offers a competitive salary and a structured progression scheme, providing opportunities for professional growth in the water industry. You will play a crucial role in maintaining the quality and safety of water services, ensuring customer satisfaction through effective communication and problem resolution. Join a diverse team committed to innovation and sustainability, where your contributions will make a significant impact on the community and environment.

Benefits

Generous holiday allowance

Employee share schemes

Free car parking

Cycle to Work scheme

Confidential Employee Assistance Programme

Discounts on supermarkets and retailers

Competitive Contributory Pension

Discretionary Bonus

Qualifications

• GCSEs including Maths and English are essential.
• Technical understanding of hydraulic water distribution systems preferred.

Responsibilities

• Provide dedicated service to customers through network operation and maintenance.
• Collaborate with the Drinking Water Services team to maintain the water supply network.

Skills

Customer Service

Problem Solving

Communication

Teamwork

Education

Five GCSEs (or equivalent) at grades A-C

ONC / City and Guilds in relevant subject/NVQ in a Water networks discipline

Tools

MS Office

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.

Are you seeking a fulfilling opportunity to utilise your skills and experience in a collaborative and trusted work environment? Are you passionate about upholding company values and delivering consistently exceptional service to customers?

We are excited to present a fantastic career opportunity available for a Network and Customer Service Technician to join our team based in Exeter. This is a 37 hour per week, full-time permanent role, with a competitive salary package of £26,926 - £29,268 per annum (DOE). In the development of this role, you will be supported with a Networks & Leakage levels 1 to 5 progression scheme where you can receive up to £33,950 per annum, plus, overtime opportunities, company van + rewards.

About the role:

As a Water Network and Customer Service Technician, you will provide a high level and dedicated service to our customers through network operation and maintenance. The ideal candidate will use a hand-on approach to resolve contacts within a timely seamless manner and support our partners to guarantee they deliver repair and maintenance outputs in a safe, cost effective and innovative way.

Collaboration and teamwork with the wider Drinking Water Services team will be key to ensure our vital water supply network is effectively maintained and recorded. Due to the nature of the role, you will be required to participate in a rota standby and other flexible working arrangements.

Progression Scheme:

Our comprehensive employment package includes enrolment in a tailored progression scheme framework. This scheme includes qualifications, skills, and experiences designed to help you advance to a Level 3 Diploma in Water Operations or a Management discipline. The Company fully covers the £7,280 training costs for industry-recognized professional qualifications and licenses, offering scope for further growth within the Water Industry.

What you’ll be doing:

• Undertake the provision of good relations with customers, regulatory authorities, other bodies and colleagues by working within the required levels of customer service. You’ll take personal ownership of customer queries and complaints, seeing them through to appropriate conclusion.
• Carry out duties associated with the maintenance and repair of network assets so that it remains calm and therefore prevent or minimise interruptions of supply and changes of water quality, always meeting the levels of service we’ve committed to in the company’s business plan – the Outcome Delivery Incentives (ODI’s) and Customer Measure of Experience (CMEX). Record all actions via risk assessment and other record keeping tools.
• Work diligently to prevent Supply Interruption (SI) events but where they do occur, thoroughly enable all known mitigations and processes i.e. safe zoning, deployment of Alternative Water Supply technologies and teams and information capture – event records and data loggers.
• To undertake all duties associated with the operation of the network to ensure the provision of safe water to customers in accordance with quality regulations, maintaining our customers confidence in our product.
• Work with the wider Drinking Water Services teams, partner and contractors to carry out planned and reactive operational maintenance within the distribution network and other assets where necessary, including: O&M activity, cyclic maintenance, flushing & filtering, No-Dig repairs and replacements i.e. Stop Tap replacement/rewashering, Melco Installs, supply and bulk meter replacements, pressure control valves, leak detection and more

What we are looking for:

Essentials

• Five GCSEs (or equivalent) at grades A-C, including Maths, English
• Full clean UK Drivers Licence

Desirables

• ONC / City and Guilds in relevant subject/NVQ in a Water networks discipline.
• Streetworks qualified, New Roads And Street Works Act (practitioner and supervisory) units 2 & 10.
• Relevant experience in Water Distribution activity preferred.
• Technical understanding of hydraulic water distribution systems or proven ability in similar area.
• Experience in standby rotations and responding to urgent operational issues, with an expectation to work out of hours to support the network
• Knowledge and understanding in computerised systems, including MS Office

What's in it for you:

At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:

• Generous holiday allowance plus bank holidays
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• We offer free car parking at the majority of our sites
• Take up to 26 weeks’ additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group plc through our employee share schemes
• We support our people by offering a free, confidential Employee Assistance Programme
• Look after your wellbeing with our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
• A discretionary Bonus
• Competitive Contributory Pension
• And plenty more!

Closing Date: 9th May 2025

If you are looking for a new challenge, please click apply now to be considered as our Network and Customer Service Technician - we look forward to receiving your application.

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.