Closing Date 2026-06-29 Job Title: Customer Case Specialist Location: Hybrid working between our Durrington (Worthing) office (3 days per week – Tuesday, Wednesday and Friday) and remote working (2 days per week) Contract Type: 12-month fixed-term contract (maternity cover) Hours: Full-time, Monday to Friday Salary: Up to £29,200 depending on skills and experience About the role As a Customer Case Specialist, you’ll manage complex and sensitive customer cases from initial handover through to final resolution. These are often cases involving repeat contact or issues at risk of escalating to formal complaints, and your role is key in resolving concerns proactively and supporting customers through to a positive outcome wherever possible. You’ll act as the main point of contact for customers, keeping them informed throughout their journey and coordinating actions across a wide range of internal teams, including scheduling, contact centre colleagues, field teams, inspectors, capital delivery partners and contractors. This is a rewarding role for someone who enjoys problem‑solving, relationship‑building and making a real difference to customers during challenging situations. What you will be responsible for Managing complex customer cases end‑to‑end, from allocation through to resolution Acting as a trusted point of contact for customers, providing regular, clear and empathetic updates Proactively coordinating activity across multiple internal teams and external partners to progress cases Identifying and addressing potential risks that could lead to complaints, taking action to prevent escalation Accurately documenting case activity and decisions in relevant systems Working collaboratively as part of a close‑knit, supportive team to share learning and deliver excellent customer outcomes What you’ll bring to the role Essential A strong customer‑focused mindset with genuine empathy and a desire to help people Experience working in a complex customer service, case management or regulated environment Excellent communication skills, with the ability to explain technical or sensitive issues clearly and professionally Confidence working across multiple teams and stakeholders to resolve issues Good organisational skills and the ability to manage competing priorities Desirable Previous experience in a case management or complaint‑prevention role Experience handling sensitive or emotionally challenging customer scenarios Background in a regulated, corporate or service‑led environment (e.g. utilities, finance, healthcare, public services) Experience in the water industry is not essential — full training will be provided. 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 how water services are managed. You’ll be joining us during an exciting period of change, working alongside dedicated colleagues with a strong sense of team spirit and shared purpose. At Southern Water, we believe diverse perspectives drive innovation — if you’re passionate about making a positive impact, we’d love to hear from you, even if you don’t meet every criteria. If this role isn’t quite right for you but you’d like to stay connected, you can register your details here: Introduce Yourself – https://wd3.myworkdaysite.com/en-US/recruiting/southernwater/SouthernWater/introduceYourself 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 at any stage of 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, a criminal record check (DBS), and verification of employment and/or education history for the past three years. Appointment to this role is subject to satisfactory completion of all pre‑employment checks, including security vetting. Southern Water reserves the right to withdraw an offer if these checks are not successfully completed. #LI-AW1 #HYBRID 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?
