Customer Care Manager

Kier Group plc.; Deutschland; Hybrid; EUR 49.000 - 75.000; Vollzeit

Zusammenfassung

Kier Group plc is seeking a Customer Care Manager to lead the South West Water contract from Exeter, with some home-working options. You will oversee a team of Customer Liaison Officers, drive client satisfaction, manage escalations, and support continuous service improvements.

The role requires strong people leadership, excellent communication, data analysis, and the ability to influence stakeholders across operations and partners while delivering performance insights at client meetings.

Qualifikationen

• Experience leading and developing customer-focused teams.
• Proven ability to manage performance and drive service improvements.
• Strong communication and relationship-building capabilities.

Aufgaben

• Lead the delivery of high-quality customer service and manage a team of Customer Liaison Officers.
• Handle complaints, compliments and escalations with timely resolution.
• Build and maintain strong client relationships with partners and operational teams.
• Monitor customer satisfaction, service delivery metrics and performance data.
• Produce reports and insights to support service improvements and represent the business at client meetings.

Kenntnisse

Team leadership

Customer service

Stakeholder management

Communication

Data analysis

Continuous improvement

Jobbeschreibung

We're looking for a Customer Care Manager to join our South West Water team based in Exeter., Location: Exeter - Hawthorne House - some working from home availableHours: 45 hours per week - some flexibility on start and end times available if desired, just let us know when you speak to us.

We are unable to offer certificates of sponsorship to any candidates in this role.

We are seeking a Customer Care Manager to lead customer service delivery across our South West Water contract. You will manage a team of Customer Liaison Officers, drive customer satisfaction, oversee complaints and escalations, develop strong client relationships and support continuous improvement initiatives. This is an excellent opportunity for a customer-focused leader who can influence stakeholders, analyse performance data and champion service excellence across the business.

What will you be responsible for?

• Leading the delivery of excellent customer service and managing a team of Customer Liaison Officers
• Handling customer complaints, compliments and escalations, ensuring timely resolution
• Building strong relationships with clients, partners, and operational teams
• Monitoring customer performance, satisfaction, and service delivery metrics
• Producing reports and insights to support service improvements and representing the business at client meetings

What are we looking for?

This role of Customer Care Manager is great for you if

• You have strong customer service and stakeholder management skills with demonstrable experience leading and developing teams
• You possess excellent communication and relationship-building abilities
• You can manage complaints and resolve complex customer issues with strong organisational and problem-solving skills
• You’re confident analysing data and producing performance reports
• You have a continuous improvement mindset with the ability to influence and engage operational teams and partners

Making Kier a diverse and inclusive place to work is a huge priority for us. We’re proud of the steps we’ve taken so far, but we know we must always do more. Our employees are key in shaping Kier’s diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this role will be offered an interview.