Customer Service Specialist

Pennon Group; Bournemouth; On-site; GBP 60,000 - GBP 80,000; Full time

Job description

Powered by Water, Driven by Purpose

South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.

We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash? Join our team today.

Are you a customer-focused individual looking to progress your career with a company that prides itself on its people?

Customer Service Specialist (Full‑time, Permanent)

Location: Bournemouth.
Salary: £27,010 per annum plus a range of excellent company benefits + rewards.

About the role:

In this role you will be working as part of the CARE team in a rewarding and fast paced customer service environment. On a day‑to‑day basis you will be the voice of our company by engaging with our customers to discuss the outstanding balance on their account and be responsible for resolving customers queries quickly and efficiently.

What you’ll be doing:

• Take ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
• Show initiative in offering a bespoke service and SWW/BW offerings based on customers individual circumstances. This will include identifying potential vulnerability, financial hardship and offering affordability tariffs (when relevant) via the customers communication channel of choice.
• You will have an empathetic manner, excellent communication skills and the ability to build rapport. Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing. Complete customer service (Res‑Ex) related calls. Work on and contact customers with previously occupied accounts.
• Develop a comprehensive grasp of disengaged customer’s circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non‑payment.
• Solve the customer’s initial query and identify future problems whilst proactively identifying any future benefits or requirements the customer might have.
• Sharing insights with peers and management. With alignment to our company values, promote a collaborative approach to continuously improving our customer service experience.
• Work will involve incoming and outbound telephone contacts, written correspondence, non‑contact administration and representing the Client in contact with third parties and customer representatives and maintain accurate records of contact with customers utilising our CRM system.
• Initiate and put forward suggestions to improve collection processes and standard operating procedures, while identifying fraudulent accounts and refer these to the Collections Team Manager.
• Ensure individual performance targets and agreed objectives are achieved and maintained.

What we are looking for:

• Customer service experience
• Experience or knowledge of debt collection practises
• Excellent communication skills
• Communicates confidence through positive language making own decisions (where necessary) via the telephone
• Confident with using IT systems
• Friendly and socially confident, with a willingness to engage with others
• Confidence to direct and manage a call through to resolution
• Forward thinker who shows initiative and takes ownership
• A positive and enthusiastic attitude, embracing the challenges this job entails
• A strong work ethic to achieve our team goals

What's in it for you:

• At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:
• Generous holiday allowance plus bank holidays
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax‑free, through our Cycle to Work scheme
• We offer free car parking at the majority of our sites
• Take up to 26 weeks’ additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group plc through our employee share schemes
• We support our people by offering a free, confidential Employee Assistance Programme
• Look after your wellbeing with our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
• A discretionary Bonus
• Competitive Contributory Pension
• And plenty more!

Closing Date: 26th February 2026

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.