Closing Date 2026-07-02 Job Title: Smart Operations Coordinator Location: Durrington, Worthing – Hybrid working Contract Type: Permanent Hours: 37 Salary: £37k based on skills and experience About the role: The installation of Smart Meters is a key strategic initiative that will help us, and our customers, to minimise the amount of water we abstract from the environment, and the associated carbon and fiscal impact. It will enable a fundamentally different way of engaging with our customers and establishing enhanced levels of customer satisfaction. This is a new role and exciting initiative that is vital to us driving the customer engagement and operational changes required to reduce water consumption and leakage identification and enhancing our customers experience of Southern Water. What you will be responsible for: This new role in Southern Water is an exciting opportunity, reporting into the Metering Assurance Lead with regular direct engagement with a variety of internal teams as well as our Alternative Metering Service (AMS) Partner. We are seeking a driven individual to ensure the accurate and efficient processing of data related to meter exchanges alongside supporting inbound customer contact, coordinating with internal and external teams to resolve issues, and ensuring a seamless customer experience. This role is crucial for maintaining data integrity, supporting operational efficiency, and ensuring compliance with regulatory requirements. Input and update meter exchange data into relevant systems or databases, ensuring accuracy and completeness. Verify the accuracy of data entered, cross-checking with physical meter exchange records and documentation. Analyse data to identify trends, performance issues, or areas for improvement, and provide insights to management. Identify areas for improvement and recommend or implement changes to enhance efficiency and effectiveness. Collaborate with other departments, such as billing, customer service, and the AMS Partner to ensure smooth operations alongside resolving any issues that may arise. Support inbound customer communications, ensuring timely and effective responses to enquiries and concerns related to smart meter installations and ensure service level agreements (SLAs) are met. Work closely with internal teams (technical support, field operations, etc.) and external partners to investigate and resolve customer issues promptly. Collaborate with various stakeholders, including project managers, technical teams, and external contractors, to ensure smooth project execution and customer satisfaction. What you’ll bring to the role: Ensures precise data entry and accuracy, minimising errors in meter exchange records. Proficient in using data processing software, CRM systems, and spreadsheets to manage and analyse data. Analyses data to identify trends, generate reports, and provide actionable insights. Effectively manages data, maintains organised records, and prioritises tasks to support operational efficiency. Clearly communicates data-related information and collaborates with internal teams and stakeholders to resolve issues. Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely. Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and make informed decisions. Organisational Skills: Highly organized, with the ability to manage multiple tasks and priorities effectively. Customer Focus: A genuine passion for delivering exceptional customer service and enhancing the customer experience. Essential Proficient with Microsoft suite. Experience with Data Processing. Background in Customer Service Desirable Strong understanding of Smart metering technologies & data collection. Expertise in validating and cleansing meter exchange data. Familiarity with utility billing systems and how Smart meter data integrates into customer billing processes. Experience in managing customer relations 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 “Your potential matters more than a perfect checklist. If this role excites you and you believe you can make an impact, we want to hear from you! Skills can be learned—passion, drive, and fresh perspectives are what truly set candidates apart. Don’t hesitate—take the leap and apply!” 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. Our purpose is big. Our impact is huge. And we know that every single one of us has the power, through our actions, to positively change society and the environment for good. It’s why careers with us have real meaning. Because, if you’re driven and ambitious, we can offer you huge opportunities for personal growth, professional development and constant innovation. Forever evolving. Forever focused on doing the right thing, we empower and encourage everyone to play to their strengths and to help us shape a fair and positive future for all. We believe in Water for Life. If you do too, Dive Right In. Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position. Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?
