Customer Works Coordinator

Salary: £28,000 - 30,000 per annum (DOE) | Company Benefits

Location: Walsall, West Midlands | Field Based

Contract: Full-Time | Permanent | 37 hours per week

About Us

South Staffordshire Water operates across two regions as Cambridge Water and South Staffs Water, and is a privately-owned regulated water only company.

South Staffs Water supplies a population of nearly 1.3 million. The area of supply stretches from the edge of Ashbourne in the North, to Halesowen in the South, and from Burton-on-Trent in the East, to Kinver in the West.

The Role

The Customer Works Coordinator plays a critical role in helping South Staffs Water reduce leakage, meet regulatory commitments, and deliver excellent service to customers. By coordinating customer-side leak repairs and supporting operational teams, you'll directly contribute to improving customer satisfaction, protecting water resources, and ensuring efficient service delivery across our network.

This is a highly collaborative and customer-focused role, supporting the delivery of our Leak on Premises (LOP) programme. You'll play a vital role in helping customers resolve leaks on their property, coordinating repair activities, scheduling appointments, managing workloads, and ensuring all work is completed within agreed service levels. Working closely with operational teams, and field technicians, you'll help deliver positive outcomes for customers while supporting our commitment to reducing water leakage across the network.

Key Responsibilities

As a Customer Works Coordinator, you'll manage the end-to-end customer journey for Leak on Premises activities, ensuring repairs are progressed efficiently and customers remain informed every step of the way.

Your Responsibilities Will Include

• Contacting customers through a variety of channels, including telephone, email and letters, to ensure leaks on premises are repaired in line with company policy and service level agreements.
• Booking and coordinating appointments for field technicians and specialist teams.
• Handling inbound and outbound communication with customers, operational teams and contractors to progress repair activities.
• Planning and allocating work effectively to operational resources to maximise productivity and service delivery.
• Working closely with our OnSite team to coordinate customer-side leak repairs and deliver the best possible customer experience.
• Keeping customers informed throughout the repair process and managing expectations with timely and clear communication.
• Monitoring and managing workflow priorities, responding to changing operational demands and service requirements.
• Liaising with operational managers and field teams to understand capacity, demand and performance requirements.
• Supporting compliance with statutory and regulatory obligations relating to compulsory repairs.
• Identifying opportunities for continuous improvement through problem-solving, collaboration and active participation in team meetings.
• Supporting dispatch and resource planning activities when required, including providing cover during periods of absence.
• Working closely with Leak on Premises Technicians and management teams to resolve complex customer cases that impact both customer satisfaction and performance measures.