Customer Service Specialist

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.

Location: BournemouthContract: Full-time, PermanentSalary: £28,226 per annum + Bonus + Benefits

We have an exciting opportunity for a Customer Service Specialist to join our team in Bournemouth. This is a fantastic opportunity to develop your career within a supportive and customer-focused environment, where every day brings new challenges and opportunities to make a real difference.

As part of our CARE Team, you will play a key role in delivering exceptional customer service while supporting customers with outstanding account balances. Working in a fast-paced environment, you will engage with customers through a variety of communication channels, helping to resolve queries efficiently and providing tailored solutions based on individual circumstances.

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  Deliver a personalised service that meets customers' individual needs and circumstances.

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  Identify potential vulnerability or financial hardship and offer appropriate support and affordability solutions.

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  Take ownership of customer enquiries and guide customers to effective resolutions with minimal effort on their part.

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  Build rapport through empathy, professionalism, and strong communication skills.

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  Negotiate payment arrangements for overdue accounts through inbound and outbound calls and written correspondence.

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  Handle customer service enquiries and previously occupied accounts.

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  Assess customer circumstances to agree suitable payment plans and affordability arrangements.

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  Resolve customer issues while proactively identifying future requirements and opportunities to add value.

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  Maintain accurate customer records using CRM systems.

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  Collaborate with colleagues to continuously improve the customer experience.

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  Identify potential fraudulent activity and escalate concerns appropriately.

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  Achieve individual performance targets and contribute to wider team objectives.

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  Previous customer service experience.

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  Experience or knowledge of debt collection practices is desirable.

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  Excellent verbal and written communication skills.

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  Confidence in decision-making and handling customer conversations over the phone.

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  Strong IT and system skills.

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  Friendly, approachable, and confident when engaging with customers.

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  Ability to manage conversations effectively through to resolution.

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  A proactive and solutions-focused mindset.

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  Positive attitude and enthusiasm for delivering great customer service.

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  Strong work ethic and commitment to achieving team goals.

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We believe in rewarding our people for their hard work and dedication. As our Customer Service Specialist, you'll enjoy:

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  Competitive Salary – £28,226 per annum

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  Annual Bonus Scheme – Recognising company performance

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  Pension Scheme – Helping you plan for your future

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  Healthcare Benefits – Access to employee assistance programmes

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  Employee Discounts – On various products and services

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  Annual Leave – Take time to recharge with our holiday entitlement

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If you're passionate about delivering excellent customer service and want to be part of a team that genuinely values its people, we'd love to hear from you.

Apply today and take the next step in your customer service career.

Closing Date: 17th August 2026

We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the on-boarding 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.