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Charging Case Advisor
SouthernWaterServices Ltd
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Source date: 10/21/2026
About this role
Closing Date 13/11/2026 Job Title: Charging Case Advisor Location: Durrington Contract Type: Permanent Hours: Full time – 37hrs per week Salary: c.£30,000 About the role As the Charging Case Advisor, you’ll be responsible for managing a portfolio of customer enquiries from receipt through to resolution. You'll investigate complex charging queries, analyse site and customer data, and apply charging policies to deliver accurate outcomes while providing an excellent customer experience. Working closely with internal stakeholders and customers, you'll ensure cases are resolved efficiently, maintain accurate records, and contribute to continuous improvement across the Wholesale team. What you will be responsible for: * Manage a portfolio of Site Area Based Charging (SABC) enquiries from receipt through to resolution, ensuring cases are completed accurately and within agreed service levels. * Investigate and assess charging queries using site information, customer data and charging policies to reach fair and accurate outcomes. * Resolve customer enquiries through a range of channels, including telephone, email and internal business systems. * Support the Surface Water Charging Manager with escalated customer issues and complex cases. * Build strong working relationships with customers, retailers and internal stakeholders to deliver a positive customer experience. * Maintain accurate records and case notes, ensuring compliance with company procedures, regulatory requirements and quality standards. * Provide clear, concise advice and updates to customers, effectively managing expectations throughout the case lifecycle. * Identify opportunities to improve processes, share best practice and contribute to the continuous improvement of service delivery. What you'll bring to the role: * Experience in a customer service or case management environment. * Excellent written and verbal communication skills. * Strong attention to detail and problem-solving ability. * Experience working with data and interpreting information to support decision-making. * Ability to manage multiple priorities and work to service level agreements (SLAs). * Good negotiation and stakeholder management skills.Strong IT skills, including Microsoft Office applications. * Knowledge of the water industry or case management systems would be advantageous, but not essential. 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 help shape the future of our services. *Inclusion Statement "We understand that great talent comes in many forms. If this role excites you and you share our commitment to delivering sustainable solutions for our communities, please apply, even if your experience doesn't perfectly match every requirement. We'll support your growth and development."If this role isn't quite what you're looking for but you're keen to be contacted about future opportunities at Southern Water, you can register your details through our Introduce Yourself page. 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.* 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?