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Triage Agent
Southern Water
First point of contact for reviewing and triaging incoming work orders from Capita, ensuring correct prioritization and accuracy of job details using video calls and collaborating with multiple teams.
24d ago
£26,800
Intermediate (4-7 years), Junior (1-3 years)
Full Time
Worthing, England, United Kingdom
Hybrid
Company Size
2,092 Employees
Service Specialisms
Water Services
Wastewater Services
Sewage Treatment
Water Treatment
Infrastructure Maintenance
Leak Detection
Customer Support
Environmental Services
Sector Specialisms
Water Resources
Wastewater Networks
Sewer Services
Water Treatment
Water Filtration
Drinking Water Systems
Water Purification
Residential Water Services
Role
What you would be doing
client validation
job prioritization
work order review
feedback provision
issue validation
continuous improvement
- Collaborating closely with schedulers, inspectors, and the network team
- Using video calls to validate high-priority issues with customers
- Supporting continuous improvement in job quality and customer experience
- Providing constructive feedback to Capita on incorrectly raised jobs
- Reviewing and triaging all incoming work orders from Capita
- Ensuring jobs are prioritised correctly and contain all required details
What you bring
collaborative
proactive
technical awareness
customer-focused
detail-oriented
- Collaborative – comfortable working with multiple teams and stakeholders
- Proactive – keen to improve processes and provide valuable feedback
- Technically aware – ideally with experience in the water industry, utilities, or similar environments
- Customer-focused – confident in speaking with customers and delivering a great experience
- Detail-oriented – able to spot missing or incorrect information quickly
- 25 days annual leave
- Two paid volunteering days a year
- Generous pension up to 11% company contribution
- Health Cash Plan
- Company and performance-related bonus
- Full funded eye tests
- Cycle to work scheme
- Occupational health service
- Life assurance equal to 4x salary
- We are offering a salary of up to TBC per annum depending on skills and experience as well as other benefits including:
- Digital GP service
- Study support may be available for job-related qualifications
- Discounts with over 800 popular retailers
- Salary sacrifice electric car scheme (after 6 months service)
- Competitive maternity leave and flexible return to work options
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- proof of eligibility to live and work in the uk, current proof of address (dated within the last 3 months) required as part of the recruitment process
Company
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.
- “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”
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.
- No publicly available strategic DEI goals or gender‑related statistics found
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