Smart Metering Customer Contact Manager

Southern Water; Worthing; Hybrid; GBP 37,000 - 44,000; Full time

Job summary

A leading water utility company based in Worthing is seeking a Smart Metering Customer Contact Manager to oversee customer service operations. This role requires strong leadership skills and experience in customer service, particularly in the utilities sector. The ideal candidate will support a metering operational support team to enhance service delivery while ensuring customer satisfaction. The position offers a competitive salary of up to £44k along with benefits, and fosters professional growth in a dynamic environment.

Qualifications

• Strong background in customer service operations, ideally in utilities.
• Proven experience in leading operational teams, preferably in metering.
• Excellent verbal and written communication skills.

Responsibilities

• Oversee inbound customer communications and ensure timely responses.
• Lead and develop the metering support team for high performance.
• Collaborate with teams to efficiently resolve customer issues.

Skills

Customer service operations

Leadership experience

Analytical skills

Excellent communication

Problem-solving skills

Proficiency in Microsoft suite

Job description

Closing Date

2026-01-12

Job Title: Smart Metering Customer Contact Manager

Location: Worthing, Durrington Hybrid

Work Type: Permanent

Hours: 37 per week

Salary: Up to £44k plus benefits

About Us

At Southern Water, we’re committed to protecting and enhancing life through water. Our Smart Metering initiative is a key part of our strategy to minimise water abstraction, reduce carbon impact, and deliver a better experience for our customers. By joining our team, you’ll be part of a forward-thinking function that’s driving customer engagement and operational change across the business.

You’ll work closely with our Smart Operations Centre and Customer Service teams, as well as our Alternative Metering Service (AMS) Partner, to deliver a seamless and positive customer journey.

What you will be responsible for

As the Smart Metering Customer Contact Manager, you’ll oversee day-to-day customer service operations and engagement. You’ll manage customer contact, coordinate with internal and external teams, and lead a metering operational support team. Your focus will be on delivering high standards of service, supporting your team, and driving continuous improvement.

Key Responsibilities

• Oversee inbound customer communications, ensuring timely responses and resolutions within internal service level agreements (SLAs)
• Lead, coach, and develop the metering support team to achieve high performance and engagement
• Collaborate with internal teams (technical support, field operations) and external partners to resolve customer issues efficiently
• Continuously evaluate and optimise customer service workflows for efficiency and compliance with best practices
• Monitor performance metrics and provide regular reports to senior management
• Act as the key liaison between customer service, project managers, technical teams, and external contractors for Smart Meter installations
• Address customer concerns and complaints professionally, ensuring high levels of satisfaction

Additional Requirements

• May involve rota or standby duties as required by the function
• Occasional travel to other sites or partner locations may be required

What you’ll need

Essential

• Strong background in customer service operations, ideally in utilities or a service-oriented industry
• Proven experience in leading operational teams, preferably within metering, utilities, or a related industry
• Excellent communication skills, both verbal and written
• Strong analytical and problem-solving skills, with experience in issue resolution and process optimisation
• Proficient with the Microsoft suite
• Proven leadership and team management experience

Desirable

• Experience with smart metering technology and installation processes
• Background in the utilities industry

Progression opportunities

Our mission is to protect and enhance life through water—and we need passionate people to help us achieve it. If you’re inspired by our purpose and believe you can contribute, apply today. You don’t need to meet every criterion; what matters most is your drive to make a difference.

If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here : Introduce Yourself

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.