Surface Water Charging Specialist

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

Job summary

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.

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 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.

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

Communication skills

Attention to detail

Data interpretation

Time management

Stakeholder management

MS Office

Tools

Microsoft Office

Job description

Closing Date

02/11/2026

Job Title: Surface Water Charging Specialist
Location: Durrington
Contract Type: Permanent
Hours: Full time – 37hrs per week
Salary: c.£30,000

About the role

As the Surface Water Charging Specialist, you’ll be responsible for managing a portfolio of customer enquiries from receipt through to resolution. You'll investigate complex charging queries, analyse site and customer data, and apply charging policies to deliver accurate outcomes while providing an excellent customer experience.

Working closely with internal stakeholders and customers, you'll ensure cases are resolved efficiently, maintain accurate records, and contribute to continuous improvement across the Wholesale team.

What you will be responsible for:

• 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.

What you'll bring to the role:

• 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.

About Southern Water

Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and help shape the future of our services.

Inclusion Statement

We understand that great talent comes in many forms. We'll support your growth and development.

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.

Additional Information

In line with Southern Water's security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years. Appointment to this role is subject to the successful completion of all pre‑employment checks, including security vetting.