Wholesale Case Advisor
Southern Water
Manage retailer enquiries, coordinate site visits, and ensure case resolution in water sector.
22 days ago ago
£28,000 - £31,000
Junior (1-3 years), Intermediate (4-7 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
escalation support
site visits
case updates
retailer communications
request assessment
sla management
- Support the Wholesale Service Desk Manager and Retailer Relationship Manager in resolving escalated issues
- Plan and coordinate site visits with field technicians and third-party contractors
- Provide regular updates on case progress, major actions, and scheduled works
- Manage inbound and outbound communications with retailers to gather and provide information
- Assess retailer work requests, determining validity and identifying the need for site inspections or system updates
- Ensure timely updates and completion of data sets within mandatory SLAs
What you bring
customer service
it skills
driving licence
gcses
negotiation
communication
- Proven experience in customer service, ideally in a call-handling environment
- Excellent written and verbal communication skills
- Strong IT skills, with proficiency in case management and scheduling tools (desirable)
- Full UK Driving Licence (desirable)
- Experience managing commercial customers in a utilities environment (highly desirable)
- Strong negotiation and persuasion skills
- GCSEs in English and Maths (or equivalent)
- Experience in a commercial customer service environment
- Adaptability and efficiency in managing multiple case files
- Ability to engage and empathise with commercial customers
- Experience in a data-driven environment
- Ability to work to targets and SLAs
- High attention to detail and accuracy
- Salary sacrifice electric car scheme (after 6 months service)
- Life assurance equal to 4x salary
- Digital GP service
- Occupational health service
- Study support may be available for job-related qualifications
- Cycle to work scheme
- Two paid volunteering days a year
- Health Cash Plan
- 25 days annual leave
- Competitive maternity leave and flexible return to work options
- Full funded eye tests
- Discounts with over 800 popular retailers
- Generous pension up to 11% company contribution
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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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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