Summary:
Working alongside our Customer Journey Lead, you’ll be the go-to person for keeping our Smart Meter installations on track.
This role is about looking at the big picture - meaning you'll be pulling and analysing both household and non-household property data to ensure we run a smooth smart metering programme.
You’ll dive into some complex data to decide whether a job is best handled in-house or by one of our external partners, ensuring every installation or fix is in the right hands.
Beyond the numbers, you’ll spend your time coordinating between various teams—from water efficiency and leakage to supply—and reaching out to customers to get their appointments in the diary.
We’re looking for someone who doesn't just wait for instructions but proactively spots hurdles and clears them.
As the project grows, you’ll use what you’ve learned to sharpen our processes, making things smoother and more efficient for everyone involved.
Main responsibilities:
Undertake complex data analysis from various data sources to generate actionable insights. Utilise these insights to strategically coordinate smart meter installations, ensuring optimal efficiency, resource allocation and project delivery.
Support the Customer Journey Lead by ensuring all delivery partners have the necessary information to complete smart meter installations efficiently. Maintain strict adherence to governance protocols for all appointment bookings and rollout plans.
Work closely with the Communications and HiAffinity Issues team to ensure that the correct Comms is being sent to customers and logged correctly in the system.
Act as the primary liaison between internal departments, contractors, and customers. Facilitate clear communication and collaboration to ensure seamless project delivery.
Collaborate with internal teams such as Customer Side Leakage and Water Efficiency to route work where leaks are identified during installations.
Understand and complete any errored work orders from meter exchanges that have been complete, checking for crossed meters and correcting any information before the are completed and updated in the billing system.
Support the achievement of water efficiency audit targets through meter management and engagement with Priority Services Register (PSR) customers.
Regularly report program progress to the Customer Journey Lead, ensuring full transparency and proactively addressing issues. Provide support for all required regulatory reporting.
Develop an understanding of the non-household (NHH) market. Collaborate with the Wholesale Service Desk to reduce business demand by identifying high-usage NHH customers and strategically directing resources as the program rolls out.
Embrace continuous learning and innovation throughout the rollout. Proactively identify and raise issues, using lessons learned to develop and implement effective solutions.
You'll need:
Skills / Qualifications / Experience
Preferably educated to A level standard or equivalent with greater relevant experience.
Expert in leveraging quantitative and qualitative data to identify key trends and pain points, translating complex findings into clear, actionable insights that drive strategic decisions.
The ability to work autonomously, with a high degree of confidence to manage competing priorities and deliver high-quality results under tight deadlines.
Communicates effectively, both verbally and in writing, with a wide range of stakeholders, including customers, technical teams and senior management, adapting messaging to ensure clarity and influence.
Proficient with analytics tools such as Google Analytics, Mixpanel, and Amplitude, and skilled in leveraging customer feedback platforms to inform product and business strategy.
Skilled in leveraging data to drive operational improvements and meet project objectives by identifying trends and solving key business problems.
Proven ability to track and report on key performance indicators (KPIs) related to project delivery, such as installation rates, fix times, resource utilisation and partner performance.
Practical experience with analytical tools and software (e.g., Google Analytics, Mixpanel, Amplitude), or other relevant data visualisation and business intelligence platforms.
Track record of success in a project or programme coordination role, especially within a field services or installation-based environment.
Experience working with and coordinating the efforts of third-party contractors, suppliers, or delivery partners to ensure project objectives are met.
Demonstrated history of proactively identifying and resolving issues or bottlenecks in a process.
Experience in a customer-facing role, specifically in conducting analysis, handling customer appointments and managing expectations through various communication channels (phone, email, etc.).
A strong understanding of the utilities industry, specifically in the context of smart metering or similar technology rollouts, would be a significant advantage.
A strong understanding of the utilities industry, specifically in the context of smart metering or similar technology rollouts, would be a significant advantage.
Grow a career with a meaningful purpose.
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
Benefits package:
Excellent Stakeholder pension scheme, up to 10% employer contribution.
5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
Flexible annual leave policy to buy or sell holiday leave.
Paid volunteering days.
Cycle to work scheme.
Health cash plan.
Life assurance.
Wellbeing related benefits.
What can you expect from your recruitment?
To apply for this position, please submit your CV on our career’s website.
It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.
If this sounds like the opportunity you’ve been looking for, apply now!
South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.
Compensation package:
£30,000 - £35,000p.a. (dependent on experience)
