Customer Care Representative
Department: Billing Customer Experience Centre
Hours: 37 hours per week
Working Pattern: Fully flexible rota (7am–10pm, 365 days including weekends and bank holidays)
Assessment Centre Information
Assessment Centre Dates: 1st May and 5th May
Time: 1:00pm – 4:00pm
Applicants must be available to attend one of the above sessions.
As a Customer Care Representative, you will be the voice of South West Water, championing the Pennon Values and delivering a high-quality customer experience. Working within the Billing Customer Experience Centre, you will resolve customer queries efficiently and empathetically, providing reassurance and clear outcomes.
The role will initially focus on inbound telephone contact, with opportunities to expand into digital customer communication channels.
Key Responsibilities
- Take ownership of customer enquiries and guide customers to timely and effective resolutions
- Deliver a tailored service, identifying individual needs including vulnerability or financial hardship
- Provide advice on affordability tariffs and relevant support options where appropriate
- Proactively identify potential future issues or customer requirements
- Share insights and feedback with colleagues and management to support continuous improvement
Working Hours
- 37 hours per week
- Fully flexible rota between 7am and 10pm
- Includes weekends and bank holidays
- Rotas published in advance to support work-life balance
We are looking for individuals who are passionate about delivering excellent customer service and who take pride in resolving customer queries with empathy, accuracy and confidence.
Qualifications and expectations include:
Essential Criteria
- GCSE Grade C (or equivalent) in English and Maths
- Previous customer service experience
- Excellent communication skills
- Confidence managing customer conversations through to resolution
- Ability to use multiple IT systems
- A positive, proactive attitude with a strong work ethic
Full training will be provided. Applicants must be able to work well independently and as part of a team, demonstrate initiative, and align with our values and commitment to continuous improvement.
Benefits
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you plan for your future
- Flexible Working Options – We value work-life balance and offer flexible hours and hybrid working where possible
- Healthcare Benefits – Access to employee assistance programs
- Employee Discounts – On various products and services
- Annual Leave – Take time to recharge with our holiday entitlement
Closing Date: 1st May 2026
We may close this vacancy early if we receive a high volume of applications. Apply as soon as possible.
Successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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