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Customer Care Representative
| Posting date: | 06 November 2025 |
|---|---|
| Salary: | £25,274 per year |
| Additional salary information: | 5% shift allowance £1,263 |
| Hours: | Full time |
| Closing date: | 18 November 2025 |
| Location: | EX2 7HR |
| Remote working: | On-site only |
| Company: | South West Water |
| Job type: | Permanent |
| Job reference: |
Summary
We have a number of fantastic opportunities available to join our Customer Experience team in Exeter as a Customer Care Representative. This is a full-time, permanent role starting from £25,274 and rising on progression, plus an additional 5% shift allowance equating to £1,263. In addition to excellent benefits and development opportunities, you’ll also enjoy a variety of localised incentives to recognise your hard work and dedication.
About the role:
As our Customer Care Representative you will be working in a fun, rewarding and fast paced customer service team. On a day-to-day basis you will be the voice of our company by speaking directly to our customers, listening to their queries and providing a quick and efficient resolution.
Initially the role will focus on inbound telephone contacts, but there will be plenty of opportunities to develop your skills by liaising with our customers through our excellent range of digital communication channels and providing customers with peace of mind regarding their billing query, or operational queries involving supply interruptions, dispatching technicians to investigate leaks and sewer floodings, along with answering a range of wholesale queries.
You will have a great training and support when you start your new role with us. At the start of your journey you will learn our back office processes. We will also enrol you onto our bespoke operational learning academy delivered by our dedicated Customer Services Training team at our main office in Exeter.
Start date
Monday 5th January 2026
Assessment centres
Tuesday 18th November - 1pm-4pm
Wednesday 19th November - 4pm-7pm
Thursday 20th November - 9am-12pm
Shift Patterns
Working 37hours per week, the role requires working on a fully flexible rota basis: 7am to 10pm. Providing cover 365 days a year, this includes weekends and bank holidays. Rota schedules are published with enough time to review and require some flexibility.
What you’ll be doing
Taking ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
Showing Initiative in offering a bespoke service and SWW offerings based on customers individual circumstances
Identifying potential vulnerability (when relevant) via the customers communication channel of choice
Solving the customer’s initial query and proactively identifying any future benefits or requirements the customer might have
Aligning with our company values, promoting a collaborative approach to continuously improving our customer service experience
We expect everyone who works for us at Pennon to have the right and ability to return Home Safe and Well each and every day. As an Employee in the business this is your principle responsibility before all others
What we are looking for
Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
Excellent communication skills
Open and honest demeanour, sincerity whilst remaining tactful
Friendly and socially confident, with a willingness to engage with others
Confidence to direct and manage a call through to resolution
Customer service experience is desirable
About the role:
As our Customer Care Representative you will be working in a fun, rewarding and fast paced customer service team. On a day-to-day basis you will be the voice of our company by speaking directly to our customers, listening to their queries and providing a quick and efficient resolution.
Initially the role will focus on inbound telephone contacts, but there will be plenty of opportunities to develop your skills by liaising with our customers through our excellent range of digital communication channels and providing customers with peace of mind regarding their billing query, or operational queries involving supply interruptions, dispatching technicians to investigate leaks and sewer floodings, along with answering a range of wholesale queries.
You will have a great training and support when you start your new role with us. At the start of your journey you will learn our back office processes. We will also enrol you onto our bespoke operational learning academy delivered by our dedicated Customer Services Training team at our main office in Exeter.
Start date
Monday 5th January 2026
Assessment centres
Tuesday 18th November - 1pm-4pm
Wednesday 19th November - 4pm-7pm
Thursday 20th November - 9am-12pm
Shift Patterns
Working 37hours per week, the role requires working on a fully flexible rota basis: 7am to 10pm. Providing cover 365 days a year, this includes weekends and bank holidays. Rota schedules are published with enough time to review and require some flexibility.
What you’ll be doing
Taking ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
Showing Initiative in offering a bespoke service and SWW offerings based on customers individual circumstances
Identifying potential vulnerability (when relevant) via the customers communication channel of choice
Solving the customer’s initial query and proactively identifying any future benefits or requirements the customer might have
Aligning with our company values, promoting a collaborative approach to continuously improving our customer service experience
We expect everyone who works for us at Pennon to have the right and ability to return Home Safe and Well each and every day. As an Employee in the business this is your principle responsibility before all others
What we are looking for
Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
Excellent communication skills
Open and honest demeanour, sincerity whilst remaining tactful
Friendly and socially confident, with a willingness to engage with others
Confidence to direct and manage a call through to resolution
Customer service experience is desirable
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.