Customer Case Specialist

Job Title: Customer Case Specialist

Location: Hybrid working between our Durrington (Worthing) office (3 days per week Tuesday Wednesday and Friday) and remote working (2 days per week)

Contract Type: 12-month fixed-term contract (maternity cover)

Hours: Full-time Monday to Friday

Salary: Up to 29200 depending on skills and experience

About the role

As a Customer Case Specialist youll manage complex and sensitive customer cases from initial handover through to final resolution. These are often cases involving repeat contact or issues at risk of escalating to formal complaints and your role is key in resolving concerns proactively and supporting customers through to a positive outcome wherever possible.

Youll act as the main point of contact for customers keeping them informed throughout their journey and coordinating actions across a wide range of internal teams including scheduling contact centre colleagues field teams inspectors capital delivery partners and contractors.

This is a rewarding role for someone who enjoys problemsolving relationshipbuilding and making a real difference to customers during challenging situations.

What you will be responsible for

• Managing complex customer cases endtoend from allocation through to resolution
• Acting as a trusted point of contact for customers providing regular clear and empathetic updates
• Proactively coordinating activity across multiple internal teams and external partners to progress cases
• Identifying and addressing potential risks that could lead to complaints taking action to prevent escalation
• Accurately documenting case activity and decisions in relevant systems
• Working collaboratively as part of a closeknit supportive team to share learning and deliver excellent customer outcomes

What youll bring to the role

Essential

• A strong customerfocused mindset with genuine empathy and a desire to help people
• Experience working in a complex customer service case management or regulated environment
• Excellent communication skills with the ability to explain technical or sensitive issues clearly and professionally
• Confidence working across multiple teams and stakeholders to resolve issues
• Good organisational skills and the ability to manage competing priorities

Desirable

• Previous experience in a case management or complaintprevention role
• Experience handling sensitive or emotionally challenging customer scenarios
• Background in a regulated corporate or serviceled environment (e.g. utilities finance healthcare public services)

Experience in the water industry is not essential full training will be provided.

About Southern Water

Southern Water is at the forefront of transforming Britains water industry investing significantly to enhance resilience sustainability and service excellence. With 7.8bn planned investment for 202530 this is an unparalleled opportunity to join a business committed to delivering a generational shift in how water services are managed.

Youll be joining us during an exciting period of change working alongside dedicated colleagues with a strong sense of team spirit and shared purpose. At Southern Water we believe diverse perspectives drive innovation if youre passionate about making a positive impact wed love to hear from you even if you dont meet every criteria.

If this role isnt quite right for you but youd like to stay connected you can register your details here:
Introduce Yourself Commitment to Diversity

We welcome applicants from all backgrounds identities and experiences. We do not discriminate based on race ethnicity gender sexual orientation age disability religion or any other protected characteristic. If you need reasonable adjustments at any stage of the recruitment process please let us know.

Additional information

In line with Southern Waters security requirements successful candidates will be required to provide evidence of their identity eligibility to work in the UK a criminal record check (DBS) and verification of employment and/or education history for the past three years.

Appointment to this role is subject to satisfactory completion of all preemployment checks including security vetting. Southern Water reserves the right to withdraw an offer if these checks are not successfully completed.

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