IMA Appointment Services Advisor

Job Description

Location: Huntingdon

Contract: Full-time, with flexibility for part-time/Permanent

Salary: dependent on experience & skills

At Anglian Water our values are that together, we will: Build trust, do the right thing, and we are always exploring.

Who we are?

Integrated Metering Alliance (IMA) is the team that provides new and replacement meters, water saving initiatives and develops new ways to better service our customers. This area of Anglian Water has a whole host of roles and opportunities available, from operational frontline work to project management, data analysis and more.

IMA is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job.

If you want to join a team that is rapidly expanding, full of growth opportunities and networking opportunities with partner organisations, join us.

What will you be doing as a Contact Team Member?

We’re looking for a Customer Side Leakage Agent to join our IMA OMC team in a vital technical and customer-focused role. Using smart meter technology, you’ll help detect, investigate, and resolve customer-side water leaks—supporting efficient water use, reducing waste, and improving customer outcomes.

This is an office-based role where you’ll carry out remote investigations and virtual visits, working closely with customers and internal teams to manage leak cases from first detection through to resolution.

You will have strong communication skills including verbal and written to assist our customers across a range of channels in line with our ‘Make today great’ work ethos. You will have expert knowledge of SAP and Puzzel as methods of booking and contact with our customers. There will also be an understanding of any other forms of contact that will assist our customers including social media, self-service, email or any other forms of contact method.

You will also have a basic understanding of Oracle and will work closely with the relevant scheduler or team to ensure the customer’s needs are met.

What it will take to do this job

· Takes ownership and follows issues through to resolution

· Communicates clearly, honestly and with empathy

· Adapts communication style to suit different audiences

· Uses data and insight to make informed decisions

· Actively looks for ways to improve how things are done

· Understands how their role contributes to Make Today Great for customers

· Ensure ideas are implemented in order to drive continuous improvement.

· Engage and support process improvements to maximise first time resolution for our internal and external customers.

A little bit about your skills, experience and behaviours….

· Excellent communication skills

· Ability to think commercially

· Understanding of the regulatory and operating environment

· Able to translate technical knowledge to others

· Resolve issues or provide a clear handover

· Take ownership for problems or requests made of me and explain what I will do

· Develop relationships that will build others’ trust in me by consistently showing respect and sensitivity, listening to other perspectives and by sharing my own knowledge and skills

· Be open and honest in my dealings with others

· Understand the importance of, and follow the rules for, protecting people’s data

Why Anglian Water?

Our people are important to us and we want to make sure that we reward and recognise all of the great work that they do. Some of our benefits include:

· Bonus scheme

· Private health care

· Competitive pension scheme

· Up to 26 days annual leave rising with length of service

· Flexible benefits to support your wellbeing

Inclusion is for everyone and we are an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an environment where all our colleagues feel they belong.

If you feel this is the next move for you, please apply today!

Closing date: 5th January 2026

#loveeverydrop