South West Water

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.