Powered by Water, Driven by Purpose
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.
We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Billing Back Office Customer Care Representative
An exciting opportunity has arisen to join our Billing Back Office team as a Customer Care Representative, reporting to the Billing Back Office Team Manager on a full-time permanent basis.
About the Role
This is a front-line role focused on resolving customer billing enquiries quickly and effectively, primarily through written correspondence, with outbound calls where needed. You’ll be empowered to provide clear solutions, reassurance, and a high standard of customer service while managing account amendments, corrections, and complex billing queries.
You’ll work closely with internal teams and act as a point of contact for Tata Consultancy Services (TCS), supporting escalated enquiries and sharing process and policy knowledge. Identifying process improvements and contributing to service enhancements is a key part of the role.
Key Responsibilities
- Deliver excellent, empathetic customer service across written and phone channels
- Manage account changes and billing corrections using Rapid
- Apply GSS, Customer Promises, late billing payments, and affordability solutions
- Promote PSR registration and support customers in water poverty
- Ensure compliance with policies, governance, and the Charges Scheme
- Contribute to continuous improvement and positive team culture
About You
Essential
- Proven customer service experience
- Excellent written and verbal communication skills
- Ability to produce clear, structured customer correspondence
- Strong analytical and problem-solving skills
- Confident collaborating with internal teams and offshore partners
- Good working knowledge of Microsoft packages
Desirable
- Experience in a regulated environment
- Knowledge of SWIMM, Ellipse, Land Registry searches, or billing/tariff adjustment
Ready to make a difference?
Join us as our Customer Care Representative and help create a workplace where people thrive.
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: 25th May 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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.
Our core values, which are essential to our success, are:
Be Rock Solid – Build trust and be trusted. Be the one we all look to and can depend on.
Be You – We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future – Embrace change. Drive Progress. Own the challenge.
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