Customer Case Specialist

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
  
  

Essential

What you’ll bring to the role

• 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.

Role

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.

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