Wholesale Case Advisor

Closing Date

Job Title: Wholesale Case Advisor

Location: Durrington, Worthing (Hybrid working)

Contract Type: Permanent

Hours: 37

Salary: From £28,000 to £31,000 depending on experience.

About the role:

The Wholesale Case Specialist is responsible for assessing, resolving, and responding to all Business Retail Market (BRM) enquiries while managing your own cases through to successful resolution within the required timeframe.

The role is key in managing customer expectations and delivering first class communication through multiple channels, including integrated systems, phone and email.

What you will be responsible for:

• Assess work requests from retailers, determining validity and the need for site inspections or system updates.
• Plan and coordinate site visits/work with field technicians and third-party contractors.
• Ensure timely case updates and completion of relevant data sets within SLA’s.
• Manage inbound and outbound communication with retailers on any technical information and resolve queries.
• Provide regular updates to retailers on case progress, major actions taken, and scheduled works.
• Support the Wholesale Service Desk Manager and Retailer Relationship Manager in resolving escalated issues.

What you’ll bring to the role:

• A proactive and personable professional with a passion for delivering outstanding customer service. You can confidently manage relationships across the business, collaborating to find creative solutions and bridging the gap between Southern Water and its customers.
• Skills & Experience Required
• Strong background in customer service, ideally in an inbound or outbound call-handling environment.
• Excellent written verbal communication skills.
• Strong IT skills with proficiency in case management and scheduling tools (desirable but not essential).
• High attention to detail, ensuring accuracy in all tasks.
• Ability to work to targets, deadlines, and specific SLA’s in a commercial environment.
• Experience working in a data-driven environment (advantageous).
• Familiarity with the water industry (desirable but not essential).

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 drive long-term value creation

"At Southern Water, we believe diverse perspectives drive innovation. If you’re passionate about making a positive impact and think you can bring value to our team, we’d love to hear from you—even if you don’t tick every box. Your unique skills and experiences could be exactly what we need."

If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com- Introduce Yourself)

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.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment.

Some positions may also require higher levels of security vetting, which may involve providing additional documentation.