South West Water

Graphics Designer

• Designing and producing creative assets for campaigns and communications
• Ensuring brand consistency across all visual outputs
• Collaborating with marketing and content teams
• Managing multiple design projects simultaneously
• Working under pressure to meet deadlines while maintaining high standards

Graphic Designer

Financial Planning and Analysis

• As our Regulatory Financial Modelling Lead, you will:
• **Financial Modelling & Analysis**
• - Build, develop and maintain dual Ofwat financial models (SWB, BRL, SES).
• - Ensure alignment with PR24 regulatory determinations.
• - Run stress tests, sensitivities and scenario analysis to guide strategy and investment decisions.
• **Regulatory Expertise & Horizon Scanning**
• - Stay ahead of Ofwat policy developments and wider infrastructure sector trends.
• - Identify future modelling needs and adapt tools accordingly.
• **Data, Insight & Reporting**
• - Ensure integrity and consistency across regulatory, shareholder and Treasury valuation models.
• - Translate complex data into clear, actionable insights for senior leadership.
• - Produce high-quality reports, commentary, and regulatory submissions.
• **Stakeholder Engagement**
• - Work closely with business streams, senior leaders, regulators and auditors.
• - Draft consultation responses and support business planning and Price Review programmes.
• **Business Planning & Price Review**
• - Lead the financial modelling of the company’s five-year business plan.
• - Support our Price Review work to secure strong, evidence-based outcomes.

Regulatory Financial Modelling Lead

Solutions Engineer

• Provide architectural consulting expertise, direction, and assistance to support the successful delivery of outcomes through the realisation of capabilities.
• Governance and assurance of solution designs within programmes and projects .
• Creation of Enterprise-level Base (Current) State, Interim and Target state architecture diagrams and documents.
• Creation of Technology Visions, Roadmaps and Strategies.
• Document and develop in-depth knowledge of the existing business, infrastructure, data, applications and operational technology portfolio and architecture.
• Help establish, maintain, communicate, and enforce established data and design principles.
• Conduct research on emerging technologies and recommend technologies that will increase cost effectiveness and flexibility.
• Maintain relationships with major suppliers to assess how their services and roadmaps can benefit the business.
• Develop, document, make recommendations, and communicate plans for investment including opportunities for innovation and AI, business capability development, analysis of application consolidation, cost reduction opportunities and the identification and communication of technical and business risks.
• Ensure designs protect data appropriately and meet IT security requirements and standards.

Solution Architect

Administration

• Submit applications for new environmental permits and permit variations, for water discharge and waste activities
• Check draft permit documents prior to final document issue, and collate comments from colleagues
• Process permit surrenders
• Complete the Environment Agency Pre-Application process when needed and process any payments for this
• Organise and update information related to permits and permit changes
• Monitor the team inbox
• Process permit costs and other financial tasks
• Provide support to SWW / Amplify teams in locating environmental permits and related information
• Assist with bulk changes on permits database
• Assist with the preparation of quarterly and annual waste reports
• Co-ordinate WAMITAB training for managers of waste permitted sites
• Provide administrative support to the rest of the team as needed

Administrator

• Support the production of the monthly Regulatory Finance performance report
• Support for the delivery of our Annual Performance Report (regulatory reporting for three regions, South West, Bristol and Sutton and East Surrey), including but not limited to, the data hosting platform SharePoint, the approval software DocuSign, the document designers, and c.120 data table owners/senior manager/directors
• Stakeholder engagement and management for reporting requirements, including but not limited to External auditors, Regulators, key Senior Management and Director and Designers
• Supporting the management of the collation, monitoring and audit of Financial Control Operating Requirements across the business
• Supporting the Project Management and analysis of the new Regulatory accounting guidance / reporting requirements, control environment reviews, additional reporting requirements and change initiatives
• Ad hoc analysis to support regulatory submissions, shareholder requirements, and financing events.
• Operates as a key member of the Price Review Programme contributing to regulatory and finance strategies designed to influence Ofwat policy and yield the best outcome for the company from price control decisions
• Support the management of the delivery of our Price Review tables (for three regions, South West, Bristol and Sutton and East Surrey), including but not limited to, the data hosting platform SharePoint, the approval software DocuSign, and c.120 data table owners/senior manager/directors for c.250k data points
• Ensure robust systems in place to monitor and internally communicate the company’s performance against Final Determinations
• To complete ad hoc analysis to support regulatory financial submissions, shareholder requirements, and financing events.

Regulatory Finance Analyst

• Lead Financial Control for SES Water
• Act as the key point of contact for SES Water financial control and the external auditors.
• Manage the provision of financial information for SES Water across monthly, half-yearly, and annual reporting cycles.
• Lead the preparation of statutory accounts for SES Water and support the Group’s consolidated reporting.
• Map processes and Risk and Controls Matrices (RACM) for SES Water and manage the annual control testing process.
• Support the roll-out of ICoFR frameworks across the wider Pennon Group, ensuring consistency and compliance.
• Work closely with finance and business stakeholders to ensure accounting treatments accurately reflect business activity.
• Support implementation of new accounting policies and standards across the Group.
• Provide analysis on the impact of new accounting developments and regulatory changes.
• Support the Head of Finance Control, Reporting & Accounting in producing necessary board papers on financial reporting and technical accounting issues.
• Lead on the external audit process for SES Water, including planning, deliverables, and resolution of accounting issues.
• Support Group and subsidiary statutory accounts preparation.
• Deliver accurate financial information for inclusion in Ofwat’s Annual Performance Report.
• Review the VAT and Corporation Tax working papers to ensure compliance.

Financial Accounting Manager

Accountant

• As a Treasury Accountant, you will play a key role in supporting the day-to-day operations and strategic objectives of the Treasury function. Your responsibilities will span across reporting, cash management, compliance and systems, including:
• **Treasury Accounting & Reporting**
• - Delivering accurate and timely month-end reporting
• - Supporting half-year and full-year financial reporting, including Annual Report and APR submissions
• - Preparing interest forecasting and ensuring accurate hedging compliance and accounting
• **Cash Management**
• - Assisting in the cash management process to ensure adequate liquidity
• - Preparing short- and medium-term cash flow forecasts
• - Monitoring and reviewing the organisation’s debt portfolio
• **Controls & Compliance**
• - Ensuring compliance with Group Treasury Policy, loan covenants, and internal control frameworks
• - Supporting internal and external audits by providing treasury-related documentation and analysis
• - Maintaining a robust UK controls environment where applicable
• - Driving continuous improvements in processes and controls
• **Treasury Operations & Systems**
• - Administering treasury management systems (TMS) and maintaining data accuracy
• - Assisting in the automation of treasury reporting and accounting processes
• - Supporting treasury projects, including refinancing activities, green finance initiatives, and system enhancements

Treasury Accountant

Engineer

• Install, service, maintain and repair commercial heating systems, including boilers, radiators, and underfloor heating.
• Carry out commercial plumbing installations, maintenance, servicing and repairs.
• Work closely with other trades to ensure seamless integration of first and second fix plumbing and heating installations.
• Ensure all work complies with health and safety standards and building regulations.
• Maintain clear and accurate records of work, including materials used and time spent.
• Handle equipment and materials, including heavy lifting when required.
• Conduct remedial TMV servicing and replacements.
• Undertake general domestic plumbing tasks as needed.

Commercial Heating Engineer

Communications

• Support the Customer Communications Manager in the delivery of the customer communications strategy and plan.
• Oversee the tone, clarity, and accuracy of all customer-facing messages
• Ensure communications are inclusive, accessible, and compliant with regulatory and brand requirements
• Play a key customer communications role in the incident management teams – including standby
• Work with designers, digital teams, and external partners to develop engaging materials and messaging
• Monitor communication performance and use insights to improve customer understanding and satisfaction
• Support vulnerable customer communication strategies and regulatory reporting (e.g. Ofwat, CCW requirements)

Customer Communications Specialist

Manager

• Leading our busy press office, ensuring timely, consistent and accurate responses to media enquiries.
• Managing crisis communications and coordinating effective incident response to protect the organisation’s reputation.
• Acting as the lead comms support during operational incidents, both in and out of hours (on a shared rota).
• Building and maintaining trusted relationships with key journalists, editors and commentators.
• Leading reactive communications, including drafting statements, Q&As, and lines to take on emerging issues.
• Working closely with internal teams to quickly understand stories and ensure fact-based communications.
• Monitoring the media, political and regulatory landscape daily – identifying risks, opportunities and reputational threats.
• Providing regular media coverage insight and analysis to senior stakeholders.
• Working with senior leaders and partners to deliver effective crisis communications and incident response.
• Working as part of a collaborative communications team – ensuring reactive work enables space for proactive storytelling in line with business needs.

Press Office and Incident Media Manager

Analyst

• Analyse customer data to identify meaningful segments and behavioural patterns
• Develop and maintain segmentation models to support marketing and service strategies
• Collaborate with internal teams to apply segmentation insights to campaigns and service design
• Present findings and recommendations to stakeholders through reports and dashboards
• Support continuous improvement in data quality and segmentation methodologies

Segmentation Analyst

• Analyse tariff data to assess impacts on customer segments and commercial outcomes
• Track performance against financial budgets and develop forecasting reports
• Support project delivery across teams to enhance operational effectiveness
• Collaborate with operational teams to reduce customer debt through system enhancements
• Produce and analyse debt data to identify performance improvements
• Assist in developing reporting platforms and self-service tools for department heads
• Create efficient data extraction and reporting methods
• Provide cover for team members during absences
• Maintain robust process documentation and ensure alignment with current practices

Tariff Analyst

• Lead, support, and develop departmental leads to deliver efficient day-to-day operations aligned with business goals and commercial targets
• Create and execute business and commercial strategies, including developing partnerships with Third Party Intermediaries (TPIs) and enhancing value-added service offerings
• Manage the company’s Managed Account customers, ensuring strong relationships, timely payments, contract negotiation, renewals, and proactive revenue risk management
• Drive customer retention, growth, and new business through marketing activities, tender responses, and strategic sales initiatives
• Monitor and report on commercial performance, focusing on revenue growth, margins, and profitability
• Manage default tariff customer portfolios ensuring compliance with regulatory standards and transitioning customers to contracted rates where appropriate
• Represent the company externally at market events, performance meetings, and regulatory consultations
• Foster a culture of continuous improvement, coaching teams, and building capability to support future growth
• Collaborate with operations during tender and onboarding processes to meet customer needs smoothly
• Maintain awareness of market trends, competitor activity, and regulatory changes to identify risks and opportunities

Commercial Manager

Customer Support

• Employee management including 121s, supporting personal development, absence management and implementing performance management when and if needed.
• Reporting on performance across all areas within your remit.
• Daily management of customer complaints ensuring internal performance measures are achieved.
• Understanding the root cause of complaints and ensuring the implementation of changes to reduce their volume.
• Managing the Pelican relationship regarding supply queries to ensure the quick resolution of customer information issues for billing.
• Increasing data accuracy by process refinement and continuously carrying out root cause analysis around billing issues.
• Managing and monitoring Wholesale processes to ensure they comply with the Market (MPS) and Operational (OPS) SLAs and are delivered as efficiently as possible to maintain a leading position.

Customer Care Manager – Wholesale Services and Supply Queries

• Manage, lead and develop teams within the Customer Hub (Operational Customer Services, New Supplies, Digital Communications, Supply Queries, Wholesale Services and Customer Care)
• Act as deputy to the Head of Customer Hub and contribute to strategic plans for delivery of key business priorities
• Maximise resources across teams by establishing multi-skilling and efficiency savings
• Manage end-to-end processes of all customer journeys
• Understand compliance for Wholesale Services
• Identify solutions and be accountable for governance and implementation across teams
• Implement continuous improvement across teams
• Manage the ICS ServiceMark programme with the ambition to reach distinction
• Collaborate with Senior Planning and Scheduling Manager and Delivery Partners to manage work-banks and maximise C-MeX, D-MeX, Water UK and R-MeX delivery
• Participate in governance of changes to operational processes between Planning team and delivery partners to ensure efficiency and cost-effectiveness

Lead Customer Services Manager – Operations

• Lead and manage daily operations of the Billing Customer Care team
• Manage the Billing Customer Care function for SES, ensuring exceptional service delivery and first-contact resolution
• Drive team performance, coach and develop high-performing teams
• Collaborate with offshore partners for seamless service delivery
• Monitor KPIs and implement performance improvements
• Ensure compliance with governance and regulatory standards
• Support incident management and crisis communication
• Promote wellbeing, engagement, and recognition across the team
• Contribute to strategic projects and customer care initiatives
• Report into the Head of Customer Care & Operations

Customer Care Manager

Business Analyst

• Support delivery of a customer-centric strategy that aligns with regulatory expectations
• Gather and interpret customer feedback, complaints and performance data to identify trends and improvement opportunities
• Turn customer insight into actionable business recommendations and prioritise work using scoring methodology
• Create customer journey maps and diagnostics using process mapping software (ProMapp / Visio)
• Elicit and document business and customer requirements as user stories with acceptance criteria
• Create and maintain process matrix and detailed SOP documentation for impacted processes
• Work with Training Specialists to convert processes into colleague-facing training material
• Interpret regulatory and advocacy input (e.g., Ofwat, CCW) into internal improvements
• Track and report adherence to customer-related regulations and performance commitments
• Collaborate with IT to translate business needs and support delivery of customer experience initiatives
• Prepare reports, business cases and presentations for senior stakeholders

Customer Business Analyst

QA Engineer

• Quality Assurance Analyst supporting operational performance and customer experience for South West Water
• Evaluate customer interactions across channels to assess quality, compliance, and experience against quality frameworks and service targets.
• Focus on targeted interactions (eg low CSAT, PSR calls, complex billing, complaints) to identify coaching and service improvement opportunities.
• Monitor tone, accuracy, resolution and empathy in line with customer service standards and brand values
• Identify root causes behind performance shortfalls using evaluation data and patterns.
• Create clear insightful reports and dashboards highlighting trends, strengths and risks.
• Deliver regular feedback and coaching insights to customer service leaders to support performance improvements.
• Work closely with Customer Strategy and Experience team to identify process improvement synergies, capability gaps and learning needs.
• Participate in quality calibration sessions and contribute to updates and enhancements of QA framework.
• Support audit and compliance processes to ensure regulatory requirements are met and escalate urgent or systemic issues.

Quality Assurance Analyst

• South West Water provides drinking water and wastewater services across the South West and is committed to net-zero by 2030.
• Continuous Improvement Analyst role based in Exeter, Bristol or Redhill supporting customer service transformation.
• Analyse and evaluate customer journeys and recommend opportunities to optimise processes through automation, waste elimination or streamlining.
• Support CI Manager in delivering initiatives that improve operational efficiency, customer outcomes and regulatory performance.
• Work with business areas to support implementation of new processes and technologies.
• Conduct root cause analysis of common contact themes, complaints or service breakdowns.
• Track improvement initiatives through delivery to embed, assess impact and support adoption.
• Produce dashboards, reports, and present insight proposals to influence and drive decision-making.
• Coordinate with the wider Customer Strategy and Experience team to ensure CI is aligned with operational needs and quality standards.
• Promote a customer-first mindset, encouraging feedback, experimentation and service innovation.