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 goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

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 have a fantastic opportunity to join our Customer Billing team in Exeter as a Customer Care Representative. This is a full-time, permanent role starting from £26,411 pa. 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.

Shift Patterns

Working 37 hours 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

What's in it for you

At South West Water, we don’t 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 people’s hard work and commitment, we offer an excellent range of benefits:

• Generous holiday allowance plus bank holidays

• Localised incentives and weekly recognition

• Subsidised on-site Costa

• Coaching, training and development opportunities

• Buy or sell annual leave to offer you extra flexibility

• Buy a bike and safety equipment tax-free, 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

• A discretionary Bonus

• Competitive Contributory Pension

Closing Date: 25th March 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.