Metered Consumption & Leakage Case Manager

Are you a confident and forward-thinking individual looking for your next role in the South West?

Are you a team player who will encourage others to do well?

We currently have an opportunity available for a Metered Consumption & Leakage Case Manager to join our team working in Exeter. Joining us on a full-time, permanent basis you will receive a competitive salary of £19,518 per annum dependent on experience, plus excellent benefits.

About therole:

As our Metered Consumption & Leakage Case Manager, you will be primarily responsible for end-to-end delivery of customer service and driving performance to provide high quality customer care to South West Water customers, in accordance with customer promises, business priorities and targets.

In order to be responsive to customers within the high consumption and customer leak process, your variable shift pattern will consist of either an 08:00-16:00, 09:00-17:00, 10:00-18:00 shift Monday to Friday and 1 in 3 Saturdays working 9am to 5pm.

Responsibilities as ourMetered Consumption & Leakage Case Manager include:

• Delivering consistent high-quality customer service as measured through ODI performance whilst supporting the Pennon Strategy and championing the Pennon Values
• Creating bespoke letters to respond to written customer contact, within the agreed internal timescale ensuring that the responses provided meet the Company's DG targets
• Handling customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution
• Taking ownership to provide end to end customer service throughout the high consumption and customer leakage process
• Identifying specific customer needs through active listening and interpreting customer behaviours to offer additional services, affordability tariffs
• Liaising with South West Water field staff, our Partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines
• Following through on committed actions, ensuring promised timescales are met and customers are kept informed of changes
• Being responsible for the correct application of relevant governance relating to policy, procedure, or financial management
• Positively contributing to identify process improvement opportunities or highlight corrective activities to ensure maximum team performance is achieved

Skills and experience we are looking for in our Metered Consumption & Leakage Case Manager:

• Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
• Knowledge of the water industry or another utility company is desirable
• Customer service experience
• Ability to identify and apply Leak Allowance and GSS
• Able to compile a substantive and structured letter/email

What's in it for you:

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We're one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.

In return as our Metered Consumption & Leakage Case Manager, we will offer an excellent range of benefits including:

• Generous holiday allowance plus bank holidays
• A discretionary Bonus
• Competitive Contributory Pension
• Access to the Company Sharesave Scheme
• Various health benefits
• And more!

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.

South West Water is part of the Pennon Group, a FTS 250 that prides itself on sustainability. We provide reliable, efficient and high-quality drinking water and wastewater services for a population of c. 2.2 million in Cornwall, Devon, and parts of Somerset and Dorset.

We believe that by investing in the future of our region, we are not only improving the quality of life for today's residents and visitors but are also taking responsibility for future generations. Responsibility for the environment is central to our strategy. Our aim is to continually improve performance standards, particularly in the areas that matter most to our customers.

Our core values which are essential to our success are:

• Trusted - We do the right thing for our customers and stakeholders.
• Collaborative - We forge strong relationships working together to make a positive impact.
• Responsible - We keep our promises to our customers, communities, and each other.
• Progressive - We are always looking for new ways to improve and make life better.

Closing date: Tuesday 7th December 2021

If you are looking for a new challenge, please click apply now to be considered as our Metered Consumption & Leakage Case Manager -we look forward to receiving your application.