Surface Water Billing & Enquiries Specialist

Southern Water; Durrington; On-site; GBP 27,000 - 33,000; Full time

Job summary

Southern Water is seeking a Surface Water Charging Specialist in Durrington. You will manage a portfolio of SABC enquiries from receipt to resolution, using site data and charging policies to deliver fair outcomes while maintaining excellent customer experience.

You will investigate queries, work across channels, and support complex cases for the Surface Water Charging Manager. Strong communication, attention to detail, and IT skills with MS Office are essential.

Qualifications

• Experience in a customer service or case management environment.
• Excellent written and verbal communication skills.
• Strong attention to detail and problem-solving ability.
• Experience working with data and interpreting information to support decision-making.
• Ability to manage multiple priorities and work to SLAs.
• Good negotiation and stakeholder management skills.

Responsibilities

• Manage a portfolio of Site Area Based Charging (SABC) enquiries from receipt through to resolution, ensuring cases are completed accurately and within agreed service levels.
• Investigate and assess charging queries using site information, customer data and charging policies to reach fair and accurate outcomes.
• Resolve customer enquiries through a range of channels, including telephone, email and internal business systems.
• Support the Surface Water Charging Manager with escalated customer issues and complex cases.
• Build strong working relationships with customers, retailers and internal stakeholders to deliver a positive customer experience.
• Maintain accurate records and case notes, ensuring compliance with company procedures, regulatory requirements and quality standards.
• Provide clear, concise advice and updates to customers, effectively managing expectations throughout the case lifecycle.
• Identify opportunities to improve processes, share best practice and contribute to the continuous improvement of service delivery.

Skills

Customer service

Case management

Attention to detail

Data interpretation

Multitasking

Stakeholder management

Negotiation

IT skills

Tools

Microsoft Office

Job description

Southern Water is seeking a Surface Water Charging Specialist in Durrington. You will manage a portfolio of SABC enquiries from receipt to resolution, using site data and charging policies to deliver fair outcomes while maintaining excellent customer experience.

You will investigate queries, work across channels, and support complex cases for the Surface Water Charging Manager. Strong communication, attention to detail, and IT skills with MS Office are essential.