Quality Advisor

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Worthingtime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
March 24, 2026 (13 days left to apply) job requisition :
JR8037
** Closing Date
**** Customer Quality Advisor – 12‐Month Maternity Cover*
* *
* Location:

Durrington, Worthing (Hybrid, 3 days onsite)*
* *
* Contract:

Fixed Term (12 months)
**** Salary: £30,000 - 33,000 per annum
** With a growing focus on delivering exceptional experiences for our customers, we’re looking for an innovative and customer‐centric
** Customer Quality Advisor
** to join our team on a 12‐month maternity cover contract.

This is an exciting opportunity for someone who is passionate about improving customer journeys, challenging the status quo, and helping us deliver the highest standards of service across Southern Water.

Quality Advisors play a vital role in ensuring we consistently provide excellent service across all areas of the business, including Billing, Operations, Water Quality and Collections. You’ll monitor customer contact channels, identify opportunities for improvement, and work closely with stakeholders to drive meaningful change.

We’re looking for a friendly, adaptable team player who genuinely cares about the people they work with and the community they serve.

What you’ll be doing
* Regularly reviewing customer contact channels to ensure we deliver the highest level of service.
* Assessing your findings and providing clear, evidence‐based feedback to stakeholders.
* Escalating concerns to your line manager or relevant teams to prevent repeat issues.
* Working collaboratively with stakeholders to implement actions that improve customer experience and reduce complaints.
* Ensuring all customer communications, written and verbal are clear, jargon‐free and easy to understand.
* Challenging existing processes and exploring innovative ways to enhance the customer journey.
* Maintaining accurate action plans and identifying trends to drive process improvements and efficiencies.
* Developing and maintaining the knowledge and skills needed to excel in your role.

What we’re looking for
* A passion for delivering outstanding customer experiences.
* Strong analytical skills and the confidence to challenge processes constructively.
* Excellent communication skills, with the ability to provide clear and actionable feedback.
* A collaborative mindset and the ability to build strong relationships across teams.
* Curiosity, creativity and a drive to make lasting improvements for our customers.

You’ll be part of a supportive, forward‐thinking team that puts customers at the heart of everything we do. This role gives you the chance to influence real change, improve service quality, and make a meaningful difference to the communities we serve.
** Package
* * This role will be full time Monday to Friday with a hybrid approach between our Durrington office and working from home.

We are offering a salary of up to £33,000 per annum as well as other benefits including:
• Generous pension up to 11% company contribution
• 25 days annual leave
• Life assurance equal to 4x salary
• Salary sacrifice electric car scheme (after 6 months service)
• Health Cash Plan
• Full funded eye tests
• Two paid volunteering days a year
• Occupational health service
• Discounts with over 800 popular retailers
• Digital GP service
• Study support may be available for job-related qualifications
• Competitive maternity leave and flexible return to work options
• Cycle to work scheme

Join our Quality Assurance Team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers, and the environment.

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:

Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top…