Water Industry Outsourcing Services

Industry expertise in the water sector
We have the flexibility and capacity to help you adapt in an evolving environment, whether it’s for short-term campaigns or longer-term water customer service outsourcing solutions.

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Delivering tailored water customer service to meet your exacting needs

Water is the most used, the most essential and often the most unappreciated utility.

With the UK water industry having been radically reshaped over the last few years, our water company customer service expertise can make a real difference in the non-household market, where the only real differentiator is the quality of customer service.

In the household market, our expert services can also help you avoid penalties from Of wat based on customer outcomes set out in your business plan.

We are all about building connections between people, and customer satisfaction is more important than it ever has been before. Aside from being customer service experts, we also have specific water industry knowledge and expertise.

At Sigma Connected, we are different. Agile and flexible, we provide expert water outsourcing services and are able to adapt quickly to meet the needs of your company and your customers.

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Industry expertise

William Brown
Director of Sales Delivery & Bid Management

Supporting the business with sector specific knowledge and understanding. Before joining Sigma Connected in July 2020, Will spent 25 years in customer operations. In his time working at Thames Water, Southern Water, and Good Energy, he also looked after third-party service providers. And, through working closely with outsourcers, he knows first-hand all the things they could do better – knowledge he uses to ensure Sigma Connected is different. With his immense experience, Will understands the end-to-end nuts and bolts of utilities operations, how they link to company performance, and what to do to fix any issues. Outside of work his passions are Everton Football Club and his dogs – and he’s confessed to seeing the musical ‘Joseph and His Technicolor Dreamcoat’ about 50 times!

Water Sector Outsourcing Services

We provide specialist customer contact solutions to the water industry from customer services, complaints handling and collections. Our team is always looking for ways to help transform and improve customer services, leaving you free to deliver essential services.

Water is the most used, the most essential and often the most unappreciated utility.

Incident support – from leaks to large mains bursts, our teams are able to ramp up with less than an hour’s notice to deal with specific incidents
Water supply contact– our day-to-day contact service, relating to leakage, water pressure, burst water mains or water quality
Waste services contact – for issues such as sewer flooding, blockages, odour, pollution and vermin
Out of hours contact– our dedicated service for calls between 10pm to 8am
Complaint handling– dealing with written complaints in relation to operational services

We’re very experienced in handling billings and payment transactions, either as a back office activity… or in direct conversations with your customers.

Revenue assurance – ensuring all billable customers are being charged for the right services and at the right tariff
Billing exception management– resolution of issues preventing bills from being issued
Homemovers – dealing with the household transfer of responsibility for supply between occupiers
Onboarding – handling the non-household onboarding of new acquisitions following a sales process
Consumption – making sure all consumption is being recorded correctly and identifying any meter faults
Meter management– arranging the installation of new meters
Payments and plan negotiation– agreement of suitable payment terms as part of a process
Collections– managing early arrears (white label), debt collection agents, or debt collection agency panel management
Complaint handling– managing complaints received directly and those received via an ombudsman, regulator, or high-level third party

Get in touch with our team today

If you’d like to chat to our team about the options available to your business, you can fill out our handy contact form below – we just need some basic information to get the ball rolling and from there, we can start to formulate a bespoke action plan that works for your business!