Surface Water Charges Specialist – Customer Focused

Southern Water; Worthing; Vor Ort; GBP 27.000 - 33.000; Vollzeit

Zusammenfassung

Southern Water is hiring a Surface Water Charging Specialist in Durrington to manage a portfolio of SABC enquiries from receipt to resolution. You will analyse site and customer data, apply charging policies, and deliver accurate outcomes while ensuring an excellent customer experience.

You will work with internal stakeholders, keep comprehensive case records, and help drive continuous improvement across the Wholesale team. A robust customer service background is essential.

Qualifikationen

• 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 service level agreements (SLAs).
• Good negotiation and stakeholder management skills.
• Strong IT skills, including Microsoft Office applications.
• Knowledge of the water industry or case management systems would be advantageous, but not essential.

Aufgaben

• 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.

Kenntnisse

Customer service

Case management

Communication skills

Attention to detail

Data interpretation

Time management

Stakeholder management

MS Office

Tools

Microsoft Office

Jobbeschreibung

Southern Water is hiring a Surface Water Charging Specialist in Durrington to manage a portfolio of SABC enquiries from receipt to resolution. You will analyse site and customer data, apply charging policies, and deliver accurate outcomes while ensuring an excellent customer experience.

You will work with internal stakeholders, keep comprehensive case records, and help drive continuous improvement across the Wholesale team. A robust customer service background is essential.