Metering Operations Support

Metering Operations Support 

Location: Durrington-Worthing (hybrid) - 2 days a week after training is completed (5 days in office for 5 weeks during training)
Reporting to: Customer Contact Manager 

Salary: Around £32,000 plus benefits

Join Us in Transforming the Future of Water Management 

At Southern Water, smart metering is a key strategic programme that is helping us better understand water consumption, reduce leakage, minimise our environmental impact and enhance the service we provide to our customers. 

As we continue to expand our smart metering capabilities, we are looking for a Metering Operations Support professional to play a pivotal role in ensuring the successful delivery of our metering operations. This is an exciting opportunity to work closely with internal customer service teams and our Alternative Metering Services (AMS) partner, supporting operational excellence and continuous improvement across the meter-to-customer journey. 

If you are a proactive problem-solver with a passion for customer service, process improvement and data-driven decision-making, we'd love to hear from you. 

What You'll Be Doing 

As Metering Operations Support, you'll be responsible for ensuring metering activities are delivered efficiently, accurately and in line with agreed standards. 

Key responsibilities include: 

• Conducting regular audits and quality assurance reviews of metering jobs. 

• Identifying, investigating and resolving operational exceptions and anomalies. 

• Reviewing processes to identify risks, inefficiencies and opportunities for improvement. 

• Creating and delivering training materials to support capability development across internal and third-party teams. 

• Supporting customer service agents with escalated metering-related enquiries. 

• Monitoring and supporting the performance of third-party service providers. 

• Analysing operational data to identify trends and provide actionable insights. 

• Driving continuous improvement initiatives that enhance operational performance and customer outcomes. 

• Building strong relationships with third-party partners to ensure alignment with business objectives. 

• Supporting and communicating operational and process changes effectively across internal and external stakeholders. 

What We're Looking For 

We're looking for someone who combines strong customer service experience with analytical thinking and a passion for delivering high-quality outcomes. 

Skills & Competencies 

• Strong background in customer service operations, ideally within utilities or another service-focused industry. 

• Excellent attention to detail and commitment to quality. 

• Strong analytical and problem-solving skills, with the ability to interpret data and identify trends. 

• Experience reviewing and improving operational processes. 

• Effective verbal and written communication skills. 

• Ability to build strong working relationships with colleagues and third-party partners. 

• Confident decision-maker who uses data and sound judgement to achieve positive outcomes. 

• Adaptable and comfortable working in a fast-paced environment with changing priorities. 

• Experience supporting knowledge transfer, coaching or training initiatives. 

• Ability to communicate and embed change effectively with third-party partners. 

Knowledge & Experience 

Essential 

• Experience in customer service or customer relationship management. 

• A customer-first mindset and a passion for delivering excellent service. 

• Strong problem-solving skills and the ability to manage complex issues. 

• Proficiency in Microsoft Office applications, including Excel. 

• Experience of data processing and analysis. 

• Experience working with third-party suppliers or partners. 

Desirable 

• Knowledge of metering operations and smart metering technologies. 

• Understanding of meter data collection and management. 

• Previous experience within the utilities sector. 

Why Join Southern Water? 

This is an opportunity to be part of a programme that is helping shape the future of water consumption and sustainability. You'll work with a wide range of stakeholders, influence operational improvements and help deliver a better experience for our customers while supporting Southern Water's environmental and operational ambitions.