Closing Date
2025-04-30
Job Title: Smart Metering Customer Co-ordinator
Location: Hybrid working between our office in Durrington (Worthing) 2-3 days per week, and remote working from home.
Contract Type: Permanent
Hours: 37 hours per week, Monday - Friday
Salary: Up to £36,000 depending on skills and experience.
Job Overview
The installation of Smart Meters is a key strategic initiative that will help us, and our customers, to minimise the amount of water we abstract from the environment, and the associated carbon and fiscal impact.
This new role in Southern Water is an exciting opportunity, reporting to the Smart Operation Centre Manager, with regular direct engagement with our internal Customer Service functions as well as our Alternative Metering Service (AMS) Partner.
We are seeking a dynamic and experienced Smart Metering Customer Co-ordinator to oversee our day-to-day Customer Service operations, related to customer engagement and liaison when customer side leakage is detected following the installation of a new water meter.
Responsibilities will include, but are not limited to
1. Oversee inbound customer communications, ensuring timely responses and resolutions while maintaining internal service level agreements (SLAs).
2. Work closely with internal teams (technical support, field operations, etc.) and external partners to investigate and resolve customer issues efficiently.
3. Continuously evaluate and optimise customer service workflows, ensuring efficiency and compliance with industry best practices. Monitor performance metrics and provide regular reports to senior management.
4. Act as the key liaison between customer service, project managers, technical teams, internal customer leakage team, and external contractors to ensure a seamless and coordinated approach to Smart Meter installations.
5. Address customer concerns, queries, and complaints professionally, ensuring a high level of customer satisfaction
6. Manage customer side leakage information from the AMS Partner and liaise with relevant teams.
7. Identify trends and provide feedback
About You
The ideal candidate will have customer centric expertise including customer contact and experience with customer satisfaction data analysis. You will be confident identifying opportunities for continuous improvement, including cost benefit and root cause analysis.
Attention to detail and solid customer service skills are a must. Experience in metering, especially within the water industry, would be advantageous but is not essential.
Package
This role will be full time Monday to Friday with a hybrid approach to working between our office in Durrington (Worthing) 2-3 days per week, and remote working from home.
We are offering a salary of up to depending on skills and experience as well as other benefits including:
• Company and performance-related bonus
• Generous pension with up to 11% company contribution
• Life assurance payment equal to four times your annual salary
• Health benefits through a Cash Plan
• Two paid community volunteering days a year
• 25 days annual holiday
• Occupational health service
• Perkbox benefits offering discounts and savings on several products and experiences
• Study support may be available for job-related qualifications
• We offer competitive maternity leave and flexible return to work options
Why 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 the way water services are managed.
You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.
At Southern Water, diversity and inclusion are core values. We actively encourage applications from all backgrounds and are committed to fostering an environment where every individual is empowered to succeed.
This is more than a role; it’s an opportunity to lead, innovate, and make a lasting impact. Apply now to be part of our transformational journey.