Network and Customer Services Technician - East

South West Water; Barnstaple; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Holiday buy & sell scheme

Pension scheme

Life Assurance

Cycle to work scheme

Retail discounts

Job summary

South West Water in Barnstaple is seeking a Network & Customer Service Technician to maintain the water distribution network and ensure a safe, reliable supply. You will deliver excellent customer service, respond to network issues and support maintenance activities with internal teams, contractors and regulators.

This hands-on field role requires problem solving, communication skills and a commitment to safety.

Qualifications

• Five GCSEs (or equivalent) at Grade C/4 or above, including English and Mathematics.
• Full, clean UK Driving Licence.
• Strong customer service skills with a commitment to delivering excellent customer experiences.
• Ability to work independently and as part of a team.
• Willingness to participate in standby and out-of-hours working arrangements.

Responsibilities

• Deliver high standards of customer service, acting as a primary point of contact for customer enquiries, concerns, and complaints.
• Take ownership of customer issues, ensuring they are managed effectively through to resolution.
• Build positive working relationships with customers, regulatory authorities, contractors, and internal colleagues.
• Communicate clearly and professionally during customer interactions, planned works, and service interruptions.
• Carry out operational and maintenance activities across the water distribution network to ensure reliable service delivery.
• Support the maintenance, repair, and replacement of network assets to minimise interruptions to water supply and protect water quality.
• Undertake planned and reactive maintenance activities, including network operation, flushing, leak detection, No-dig repairs, stop taps, meters, and valve maintenance.
• Respond effectively to network incidents and emergencies, and implement mitigation measures during interruptions.
• Ensure all work is completed in line with health, safety, environmental, and water quality standards.
• Work collaboratively with Drinking Water Services teams, contractors, and delivery partners.

Skills

Customer focus

Accountability

Problem solving

Teamwork

Technical aptitude

Planning

Health & safety

Attention to detail

Resilience

Communication

Education

GCSEs English & Maths

Full UK Driving Licence

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.

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.

Role Purpose

As a Network & Customer Service Technician based in Barnstaple, you will play a key role in maintaining and operating the water distribution network, ensuring customers receive a safe, reliable, and high‑quality water supply. You will be responsible for delivering excellent customer service, responding to network issues, supporting maintenance activities, and working collaboratively with internal teams, contractors, and stakeholders to minimise supply interruptions and maintain water quality standards.

This is a hands‑on field‑based role suited to an individual who enjoys problem‑solving, customer interaction, and working within a safety‑focused operational environment.

Key Responsibilities

Customer Service & Stakeholder Engagement

• Deliver high standards of customer service, acting as a primary point of contact for customer enquiries, concerns, and complaints.
• Take ownership of customer issues, ensuring they are managed effectively through to resolution.
• Build positive working relationships with customers, regulatory authorities, contractors, and internal colleagues.
• Communicate clearly and professionally during customer interactions, planned works, and service interruptions.

Network Operations & Maintenance

• Carry out operational and maintenance activities across the water distribution network to ensure reliable service delivery.
• Support the maintenance, repair, and replacement of network assets to minimise interruptions to water supply and protect water quality.
• Undertake planned and reactive maintenance activities, including:
• Network operation and maintenance activities
• Flushing and filtering programmes
• Leak detection and investigation
• No‑dig repairs and replacements
• Stop tap replacements
• Meter installations and replacements
• Pressure control valve maintenance
• Distribution system performance monitoring

Incident Response & Network Resilience

• Respond effectively to network incidents and emergencies.
• Support activities aimed at preventing Supply Interruption (SI) events.
• Implement mitigation measures when interruptions occur, including:
• Safe zoning of the network
• Deployment of Alternative Water Supply (AWS) arrangements
• Collection and recording of operational data
• Event management and reporting

Compliance, Safety & Record Keeping

• Ensure all work is completed in line with health, safety, environmental, and water quality standards.
• Complete risk assessments and maintain accurate records of operational activities.
• Comply with regulatory requirements and company procedures.
• Contribute to achieving key business performance measures, including Outcome Delivery Incentives (ODIs) and Customer Measure of Experience (C-MeX) targets.

Team Working

• Work collaboratively with Drinking Water Services teams, contractors, and delivery partners.
• Support colleagues in delivering operational excellence and continuous improvement initiatives.
• Contribute to a culture of safety, innovation, and customer focus.

Person Specification

Essential Qualifications & Experience

• Five GCSEs (or equivalent) at Grade C/4 or above, including:
• English
• Mathematics
• Full, clean UK Driving Licence.
• Strong customer service skills with a commitment to delivering excellent customer experiences.
• Ability to work independently and as part of a team.
• Effective communication and problem‑solving skills.
• Willingness to participate in standby and out‑of‑hours working arrangements.

Desirable Qualifications & Experience

• ONC, City & Guilds, NVQ, or equivalent qualification in a relevant engineering, utilities, or water networks discipline.
• Street Works qualification (New Roads and Street Works Act – Practitioner and Supervisory Units 2 & 10).
• Previous experience within water distribution, utilities, or network operations.
• Experience of leak detection, network maintenance, or asset management activities.
• Experience participating in standby rotas and responding to operational emergencies.

Skills & Competencies

• Customer Focus
• Accountability and Ownership
• Problem Solving & Decision Making
• Teamwork & Collaboration
• Technical Aptitude
• Planning & Organisation
• Health & Safety Awareness
• Attention to Detail
• Resilience Under Pressure
• Effective Communication

Benefits

At South West Water, our people are the heart of everything we do. We believe in creating an environment where everyone can thrive, bring their best every day, and feel truly valued. That’s why we offer a diverse benefits package that is designed not just to reward, but to empower you to live well—at work and beyond.

Our Benefits At a Glance

• Holiday buy & sell scheme: Flex your entitlement—choose more time off or receive the value in cash, putting you in control.
• Competitive Pension Scheme: Build your financial future with our pension plan with company contribution matching to help your savings grow and flexible options so you can tailor your contributions to suit your goals.
• Life Assurance: Peace of mind for you and your loved ones—our life assurance policy provides financial support to your family should the unexpected happen.
• Group Income Protection: If illness or injury keeps you from working, our group income protection ensures you have ongoing financial support, so you can focus on recovery
• Competitive family leave: Comprehensive cover for maternity, paternity, adoption, and shared parental leave—giving you time to support your family, because family comes first.
• Health cash plan: Discounted rates to support your health and your family’s wellbeing.
• Free Flu Vaccination: Protect yourself with complimentary flu vaccinations—helping you stay healthy throughout the year
• Employee Assistance Programme: 24/7 support for mental health, financial wellbeing, and more—helping you and your loved ones whenever you need it.
• Cycle to work scheme: Supporting healthy, sustainable travel.
• Car share scheme: Save money and reduce your carbon footprint by joining our car share scheme—making your commute more sustainable and cost‑effective
• Give as You Earn Scheme: Donate to your favourite charities directly from your salary in a simple, tax‑efficient way.
• Volunteering Day: Take a day to give back to your community or charity.
• Retail discounts: Access thousands of deals and discounts, making your money go further.

Closing Date: 26th Aug 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.