Southern Water
Private UK utility supplying drinking water and treating wastewater across southern England.
13 days ago
$44,000
Junior (1-3 years), Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Worthington, Minnesota, United States
Hybrid
Company Size
2,092 Employees
Service Specialisms
Sector Specialisms
Description
smart metering
team coaching
workflow optimisation
performance reporting
customer communication
issue liaison
The Smart Metering Customer Contact Manager will oversee day‑to‑day customer service operations and engagement. The role involves managing customer contact, coordinating with internal and external teams, and leading a metering operational support team. The focus is on delivering high‑standards of service, supporting the team, and driving continuous improvement.
Key responsibilities include overseeing inbound communications, ensuring timely responses within service level agreements, and leading, coaching, and developing the metering support team. The manager will collaborate with technical support, field operations, and external partners to resolve issues efficiently, and continuously evaluate and optimise service workflows for efficiency and compliance. Performance metrics will be monitored and reported to senior management, and the role serves as the liaison between customer service, project managers, technical teams, and contractors for smart meter installations.
The position may involve rota or standby duties and occasional travel to other sites or partner locations as required by the function.
- Oversee inbound customer communications, ensuring timely responses within SLAs
- Lead, coach, and develop the metering support team to achieve high performance
- Collaborate with internal technical support, field operations, and external partners to resolve issues
- Evaluate and optimise customer service workflows for efficiency and compliance
- Monitor performance metrics and report results to senior management
- Act as liaison between customer service, project managers, technical teams, and contractors for smart meter installations
- Address customer concerns and complaints professionally to ensure satisfaction
- Manage rota or standby duties as required by the function
- Travel occasionally to other sites or partner locations
Requirements
customer service
team leadership
communication
analytical
microsoft office
smart metering
Essential qualifications include a strong background in customer service operations, preferably in utilities, proven experience leading operational teams, excellent verbal and written communication, strong analytical and problem‑solving skills, proficiency with the Microsoft suite, and demonstrated leadership and team management. Desirable experience includes familiarity with smart metering technology and installation processes and a broader background in the utilities industry.
- Strong background in customer service operations, preferably within utilities
- Proven experience leading operational teams in metering or related industries
- Excellent verbal and written communication skills
- Strong analytical and problem‑solving abilities
- Proficiency with the Microsoft Office suite
- Demonstrated leadership and team management experience
- Experience with smart metering technology and installation processes (desired)
- Broad background in the utilities industry (desired)
Benefits
Southern Water offers progression opportunities and values individuals who are passionate about its purpose of protecting and enhancing life through water. Candidates are encouraged to apply even if they do not meet every criterion, as drive and ambition are highly valued.
Careers at Southern Water provide real meaning, personal growth, professional development, and constant innovation. The organisation focuses on doing the right thing, empowering employees to play to their strengths, and shaping a fair and positive future for all.
Training + Development
Interview process
Visa Sponsorship
Security clearance
Overview
2.25 million
Customers Served
Serving 2.25 million customers since privatisation in 1989.
0.5 GL
Drinking Water Pumped
Pumps over 0.5 GL of drinking water daily.
£72m loss
Operating Loss
Experienced a £72 million operating loss in March 2024 due to rising costs.
- Constructs reservoirs, pipelines, sewage treatment upgrades, and implements contingency measures like importing water during droughts.
- Specializes in large-scale water infrastructure, operational delivery, and environmental engineering across the South East.
- Notably fined for misreporting sewage spills; offers guided tours of Victorian sewers and public access to historic reservoirs.
Culture + Values
- “Working differently” – using new technology and nature‑based solutions
- “Collaborating with community partners”
- “Showing leadership on key environmental issues”
- “Engaging with customers, stakeholders and partners to maximise opportunities”
Environment + Sustainability
24% by 2025
Renewable Energy Target
Target to generate 24% of own renewable energy by 2025.
75% by 2035
Storm Overflow Compliance
Aiming to achieve 75% compliance by 2035 to reduce storm overflow spills.
£7.8B Capital Plan
Environmental Investments
£7.8 billion capital plan from 2025-2030 focusing on new technology and nature-based solutions.
Three‑Star EPA
Environment Agency Rating
Aiming for a three-star Environment Agency rating by 2025 following a two-star rating in 2022.
- On track to generate own renewable energy and buying accredited renewable energy since 2021.
- Fleet electrification targets: cars/vans by 2035, HGVs via low-carbon fuels by 2040.
- Investing £1.5 billion in Clean Rivers & Seas to reduce storm overflow spills and achieve full compliance by 2050.
Inclusion & Diversity
- No publicly available strategic DEI goals or gender‑related statistics found