Smart Metering Field Officer

Overview

In this role you’ll report to the Delivery and Assurance Lead within the Smart Metering Team. You will help deliver the most efficient rollout possible by investigating and resolving meter data discrepancies and determining whether a meter exchange is straightforward or complex.

Responsibilities

• Walk planned installation routes ahead of external partners to identify and resolve “skip” jobs (unknown locations, long‑unread meters, proof of supply issues).
• Investigate and resolve access or location barriers; escalates complex issues to internal teams if resolution isn’t possible immediately.
• Update internal systems with precise data to ensure the meter exchange team can complete installs without delay.
• Open meter pits to classify exchanges as “easy” or “complex”.
• Perform basic on‑site work to convert “complex” exchanges into “easy” installs where possible.
• Capture and upload high‑quality photographs to document work, site conditions, and asset information.
• Investigate meters failing to connect to the network, perform manual activations or collaborate with third‑party partners to resolve technical faults.
• Conduct face‑to‑face follow‑up visits with customers to verify supply and explain the metering process professionally.
• Attend sites to manage customer complaints or address objections to smart technology.
• Act as a subject matter expert to provide reassurance regarding smart meter safety, benefits, and technology.
• Serve as the professional face of South East Water, maintaining high standards of customer service and representation.
• Ensure all field activities strictly follow company policies, industry regulations, and health and safety guidelines.

Qualifications

• Good standard of secondary education with demonstrable numeracy and literacy skills.
• Self‑motivated and organised, able to plan the working day independently.
• Strong investigative approach to identify root causes of issues and implement solutions.
• Excellent communication and interpersonal skills with a calm, empathetic approach to speaking with customers.
• Previous face‑to‑face customer service experience.
• Good knowledge of water meters and the meter exchange process.
• Full, clean UK driving licence essential.
• Employees are required to be flexible and prepared to perform duties and other tasks within their capabilities.
• Legal right to work in the UK.

Benefits

• Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycling to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.
• Compensation package: up to £27,164 p.a.

Equal Opportunities

We are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. We recognise that diversity drives creativity and we are dedicated to equal opportunities and fair treatment for all through recruitment, employment and career progression at South East Water.

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