Metered Consumption Leakage Case Manager
Metered Consumption Leakage Case Manager
Posted on :
09-04-2025
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1 Vacancy
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Job Description
Are you ready to join a team that values excellence innovation and customer satisfaction while working collaboratively with the wider teams Do you excel at identifying customer needs and delivering tailored solutions
We currently have a fantastic opportunity available for a Metered Consumption & Leakage Case Manager to join our team based in Exeter. You will join us on a permanent fulltime basis and in return you will receive a competitive salary of 26947 per annum plus a range of excellent company benefits rewards.
About the role:
As the Metered Consumption & Leakage Case Manager you will champion the Pennon Values and play a key role in the Metered Consumption & Leakage Team acting as the voice of our company and resolving customer queries related to unexplained consumption and leakage efficiently.
Your efforts will provide customers with resolution and peace of mind communicating with customers through various contact channels. This role involves the endtoend delivery of customer service focusing on highquality care and performance in line with customer promises business priorities and targets.
Shift:
The position includes a variable shift pattern working 37 hours per week Monday to Friday and 1 in 3 Saturdays working 09:00 17:00. On the week where a Saturday is worked an additional day off in the week will apply.
Your variable shift pattern will consist of either:
08:0016:00
09:0017:00
10:0018:00
Hybrid working:
Hybrid working options will be discussed on a casebycase basis depending on the individuals needs and once your knowledge is fully embedded and training is complete.
What youll be doing:
- Deliver highquality customer service ensuring consistent highquality customer interactions meeting Outcome Delivery Incentives (ODIs) performance metrics and supporting Pennon Strategy and Values.
- Create bespoke letters drafting custom letters in response to written customer queries within set internal timescales meeting company DG targets.
- Handle complex queries with empathy address intricate questions related to water and sewerage charges eligibility for leak allowances and account updates.
- Engage with external partners liaising with Tata Consultancy Services (TCS) to manage adhoc escalate contacts of a complex nature transferring process and policy knowledge through WebEx conference calls and quality.
- Take ownership providing end to end customer service throughout the high consumption and customer leakage process.
- Identify customer needs using active listening to understand customer requirements and suggest additional services or affordability tariffs.
- Liaise with field staff working with South West Water field staff partners and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines.
- Ensure followthrough committing to actions ensuring promised timescales are met and customers are kept informed of changes throughout the resolution process.
- Accountable for ensuring Health and Safety compliance is always maintained escalating any potential risks immediately.
What we are looking for:
- Good general standard of education with a minimum of GCSE pass for English and Maths
- Customer service experience
- Able to compile a substantive and structured letter/email
- Collaboration skills confident to interact and communicate with various teams using multiple contact channels
- Excellent oral and written communication skills
- Confident with IT programme; Microsoft Office package
- Good numerical & problems solving skills
- Generous holiday allowance plus bank holidays
- Buy or sell annual leave to offer you extra flexibility
- Buy a bike and safety equipment taxfree through our Cycle to Work scheme
- We offer free car parking at the majority of our sites
- Take up to 26 weeks additional maternity leave
- Share your parental leave and split your time off to care for your child how you choose
- Invest in Pennon Group Plc through our employee share schemes
- We support our people by offering a free confidential Employee Assistance Programme
- Look after your wellbeing with our Champion Health support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- Enjoy access to thousands of deals and discounts on supermarkets high street shops online retailers travel eating out cinemas gyms and much more though Perkbox
- A range of group discounts: The Dell Advantage Programme Virgin Media Affinity Scheme Vodafone Advantage and more
- A discretionary Bonus
- Competitive Contributory Pension
At South West Water we dont all do the same job but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen together. In return for our peoples hard work and commitment we offer an excellent range of benefits:
Closing Date: Thursday 17th April 2025
If you are looking for a new challenge please click apply now to be considered as our Metered Consumption & Leakage Case Manager we look forward to receiving your application.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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