Customer Experience Advisor
Exeter, England
South West Water – South West Water - Strategy & Regulation /
Fixed Term Contract /
On-site
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have an opportunity for an Customer Experience Advisor to join our team based in Exeter. Joining us on a full-time, 12 month fixed term contract basis, you will receive a competitive salary of £25,241 per annum plus excellent benefits.
About the role
As a Customer Experience Advisor, you will be responsible for delivering high-quality customer service to new connection customers. Reporting to the Service Delivery Lead, your focus will be on maintaining exceptional customer service and considering the customer impact in all decision-making processes. You will monitor the team’s work basket and assist with tasks to achieve set goals, ensuring compliance with regulatory guidance and legislation.
What you'll be doing:
- Guiding customers through SWW build over, new sewer connection and small build sewer diversion process.
- Keeping the customer updated throughout the journey of their application, providing excellent customer service via both incoming and outgoing calls and digital communication lines.
- Liaising with local authority building control, approved inspectors, architects, drainage consultants and contractors regarding application requests.
- Reviewing sewer condition surveys via CCTV and liaising with SWW inspector to facilitate a site visit.
- Reviewing risk assessments and method statements for new sewer connections and small build applications and producing accurate quotations.
- Reviewing small build application requests where a customer may need to divert a public sewer.
What we are looking for:
- Background in Customer Service or Operational working environments.
- Proven administrative experience in a busy office environment.
- Experience with MS Office and other relevant systems (Ellipse, RAPID, CRM).
- Excellent communication skills.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent organisational and time management skills.
- Ability to manage difficult customer situations and resolve contacts effectively.
- Self-motivated with an aptitude to learn.
- Ability to work under pressure and meet deadlines.
£25,241 - £25,241 a year
At Southwest Water, we recognise the value our employees bring to our organisation. In return for your hard work and commitment, we offer a range of excellent benefits and rewards, including:
- Generous holiday allowance plus bank holidays
- Opportunity to buy or sell annual leave for extra flexibility
- Cycle to Work scheme
- Free car parking at most sites
- Up to 26 weeks’ additional maternity leave
- Shared parental leave options
- Employee share schemes
- Free, confidential Employee Assistance Programme
- Access to thousands of deals and discounts through Perkbox
- Discretionary bonus
- Competitive contributory pension scheme
If you are enthusiastic, organised, and a strong communicator with a passion for delivering excellent customer service, we want to hear from you. Join us and be part of a team that’s committed to making a positive impact every day. Closing date: Thursday 12th June 2025
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.
