Customer Experience Advisor
Powered by Water, Driven by Purpose
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.
We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goal? Net zero by 2030, supported by partnerships with Wildlife Trusts and National Parks.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
We currently have an opportunity for an Customer Experience Advisor to join our team based in Exeter. Joining us on a full-time, permanent basis, you will receive a competitive salary of £26,276 per annum plus excellent benefits. This is a full-time position, but we are open to considering part-time applications. You’ll be guided through our role specific progression scheme, where you’ll have the opportunity to develop your skills, knowledge and behaviours, alongside incremental salary increases for reaching each milestone with earning opportunities of £26,276 to £30,372.
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:
Demonstrate excellent knowledge of all relevant systems, policy, charging arrangements, and processes.
Resolve technical, complex, or sensitive customer queries in a courteous, positive, and professional manner.
Accurately update and maintain corporate systems throughout the life of applications.
Act as the first point of contact for internal and external customer escalations, ensuring early resolution.
Assist with team training and coaching as needed, supporting the wider training of anyone involved in the new connection process.
Proactively identify opportunities to improve processes and customer experiences.
Collaborate with related departments to promote positive interdepartmental relationships that foster excellent customer service.
Produce high-quality and accurate New Connection Quotations, Refunds, and Land Entry Notices.
Support compliance with legislation by working closely with Water Regulations Teams.
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.
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: 5th February 2026
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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.
- Division
- South West Water
- Department
- Engineering, Technical and Scientific
- Locations
- Exeter (Peninsula House)
- Yearly salary
- £26,276 - £30,372
- Employment type
- Full-time
About South West Water
We look after the water and wastewater services for 1.8 million customers across Cornwall, Devon, the Isles of Scilly and parts of Dorset and Somerset.
From treatment and maintenance, to innovation and improvements, we're busy every day finding and fixing leaks, unblocking sewers and going bigger and further in our environmental work to be a company you can be proud of.