Customer Case Specialist Full Time NEW

2026-05-10

Job Title: Customer Case Specialist

Location: Hybrid working between our office in Worthing (3 days pw) and remote working (2 days pw)

Contract Type: 12 month fixed-term contract

Hours: Full-time, Monday – Friday

Salary: Up to £29,200 depending on skills and experience

About The Role

In this role, you’ll manage complex customer cases from initial handover through to resolution, acting as the key point of contact for the customer throughout. You’ll work closely with a wide range of internal teams including scheduling, field teams, contractors and operational colleagues, to gather updates, coordinate actions and proactively keep customers informed, with the aim of resolving issues and preventing cases from escalating to complaints.

What You’ll Bring To The Role

We’re looking for a highly customer-focused individual with a genuine passion for helping people. You’ll be empathetic, proactive and driven to go the extra mile to ensure customers feel supported, listened to and confident in the service they receive at every stage of their journey.

To succeed in this role, you’ll need excellent communication skills and experience of working in a case management or complex customer service environment. Experience within the water industry isn’t essential and full training will be provided, but the ideal candidate will be comfortable working across multiple teams and handling sensitive or complex customer scenarios with professionalism and care.

About Southern Water

Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.

Our mission is to protect and enhance life through water and we need passionate people to help us achieve it. If you’re inspired by our purpose and believe you can contribute, apply today. You don’t need to meet every criterion; what matters most is your drive to make a difference.

If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com- Introduce Yourself)

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.

Additional Information

In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all pre‑employment checks, including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.