Customer Case Specialist

## Customer Case SpecialistApplylocations: Worthingtime type: Full timeposted on: Posted Yesterdaytime left to apply: End Date: June 29, 2026 (9 days left to apply)job requisition id: JR8261**Closing Date**2026-06-29## **Job Title:** Customer Case Specialist## **Location:** Hybrid working between our Durrington (Worthing) office (3 days per week – Tuesday, Wednesday and Friday) and remote working (2 days per week)## **Contract Type:** 12-month fixed-term contract (maternity cover)## **Hours:** Full-time, Monday to Friday## **Salary:** Up to **£29,200** depending on skills and experience## **About the role**As a Customer Case Specialist, you’ll manage complex and sensitive customer cases from initial handover through to final resolution. These are often cases involving repeat contact or issues at risk of escalating to formal complaints, and your role is key in resolving concerns proactively and supporting customers through to a positive outcome wherever possible.You’ll act as the main point of contact for customers, keeping them informed throughout their journey and coordinating actions across a wide range of internal teams, including scheduling, contact centre colleagues, field teams, inspectors, capital delivery partners and contractors.This is a rewarding role for someone who enjoys problem‐solving, relationship‐building and making a real difference to customers during challenging situations.## **What you will be responsible for*** Managing complex customer cases end‐to‐end, from allocation through to resolution* Acting as a trusted point of contact for customers, providing regular, clear and empathetic updates* Proactively coordinating activity across multiple internal teams and external partners to progress cases* Identifying and addressing potential risks that could lead to complaints, taking action to prevent escalation* Accurately documenting case activity and decisions in relevant systems* Working collaboratively as part of a close‐knit, supportive team to share learning and deliver excellent customer outcomes## **What you’ll bring to the role**### **Essential*** A strong customer‐focused mindset with genuine empathy and a desire to help people* Experience working in a complex customer service, case management or regulated environment* Excellent communication skills, with the ability to explain technical or sensitive issues clearly and professionally* Confidence working across multiple teams and stakeholders to resolve issues* Good organisational skills and the ability to manage competing priorities### **Desirable*** Previous experience in a case management or complaint‐prevention role* Experience handling sensitive or emotionally challenging customer scenarios* Background in a regulated, corporate or service‐led environment (e.g. utilities, finance, healthcare, public services)*Experience in the water industry is not essential — full training will be provided.*## **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 how water services are managed.You’ll be joining us during an exciting period of change, working alongside dedicated colleagues with a strong sense of team spirit and shared purpose. At Southern Water, we believe diverse perspectives drive innovation — if you’re passionate about making a positive impact, we’d love to hear from you, even if you don’t meet every criteria.If this role isn’t quite right for you but you’d like to stay connected, you can register your details here: **Introduce Yourself** – https://wd3.myworkdaysite.com/en-US/recruiting/southernwater/SouthernWater/introduceYourself## **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 at any stage of 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, a criminal record check (DBS), and verification of employment and/or education history for the past three years.Appointment to this role is subject to satisfactory completion of all pre‐employment checks, including security vetting. Southern Water reserves the right to withdraw an offer if these checks are not successfully completed.#LI-AW1#HYBRID### Interested in the role?* We reserve the right to close this advertisement early if we receive a high volume of suitable applications, so if you are interested in the position please do send your application over today to ensure consideration.* We truly appreciate every application. Please note, that due to the volume of interest, we may not be able to provide personalised feedback to all applicants.### Our Benefits* Company and performance-related bonus* Generous pension* Life assurance payment equal to four times your annual salary* Health benefits through a Cash Plan* Two paid community volunteering days a year* 28 days annual holiday* Occupational health service* Retail discount app* We offer competitive maternity leave, and flexible return to work options### Everybody Welcome* We value diversity and are committed to providing an inclusive and accessible recruitment process. If you require any reasonable adjustments to facilitate your participation in the recruitment process, please do not hesitate to let us know.### Need flexibility in your work?* Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?#J-18808-Ljbffr…