Contact Centre Team Manager

Pennon Group; East Devon; On-site; GBP 32,000 - 38,000; Full time

Job summary

A leading water services company in the UK seeks a Team Manager for its Customer Services Contact Centre in Exeter. The role involves leading a team to achieve performance targets, managing daily operations, and ensuring excellent service delivery. Ideal candidates are proactive leaders with experience in customer service and strong coaching skills. This full-time, office-based role offers a competitive salary plus benefits, with one weekend shift required every six weeks.

Benefits

Generous holiday allowance

Cycle to Work scheme

Free car parking

Confidential Employee Assistance Programme

Discounts through Perkbox

Qualifications

• Confident and proactive people leader with a passion for customer service.
• Experience managing or leading a customer service team.
• Strong people management and communication skills.

Responsibilities

• Lead and develop a team of Customer Care Representatives.
• Manage daily workloads and ensure service standards are met.
• Provide coaching and feedback for continuous development.

Skills

People leadership

Customer service

Coaching skills

Analytical skills

Organizational skills

Job description

Exciting opportunity for two talented Team Managers to join our Front Office Customer Services Contact Centre based in Exeter. With a salary of £32,267 plus benefits, this is an excellent opportunity to lead and support our Customer Care Representatives (CCRs) in delivering a first-class customer experience.

About the Role

As a Team Manager, you'll play a key part in driving performance, supporting team development, and ensuring high standards of service within our Front Office Team. You'll manage day-to-day operations, monitor service levels, and create an environment where your team can thrive and deliver outstanding results for our customers. This is a fast‑paced and rewarding role where you'll have the opportunity to make a real difference in how we deliver for our customers.

What you'll be doing

• Lead, motivate, and develop a team of Customer Care Representatives (CCRs) to achieve individual and team performance targets.
• Manage daily workloads and ensure service levels and quality standards are consistently met.
• Provide coaching, feedback, and performance reviews to support continuous development.
• Handle escalated queries and complex billing cases, ensuring timely and effective resolution.
• Identify process improvements to enhance efficiency and the overall customer experience.
• Collaborate with other departments to ensure smooth communication and operational success.
• Monitor and report on team performance, identifying trends and opportunities for improvement.

About You

• You’ll be a confident and proactive people leader and passionate about delivering great customer service.
• Previous experience managing or leading a customer service team.
• Strong people management, coaching, and communication skills.
• Highly organised with excellent attention to detail.
• Able to analyse data and use insights to drive performance improvements.
• Thrives in a fast‑paced, change-driven environment.
• Demonstrates a positive attitude and a focus on solutions.
• Experience in billing, utilities, or a similar industry would be advantageous but not essential.

What We Offer

At South West Water, we don't all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people's hard work and commitment, we offer an excellent range of benefits:

• Generous holiday allowance plus bank holidays
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax‑free, through our Cycle to Work scheme
• Free car parking at the majority of our sites
• Take up to 26 weeks' additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group Plc through our employee share schemes
• Free, confidential Employee Assistance Programme
• Champion Health support platform
• Free eye tests and discounts on frames and lenses at Specsavers
• Access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms, and more through Perkbox
• Group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage, and more
• Discretionary Bonus
• Competitive Contributory Pension

How to Apply

If you're ready to take the next step in your career and lead a team committed to delivering outstanding service, we'd love to hear from you. Apply now and join us in providing a first‑class experience for our customers every day. Closing date: 27th November 2025. This full‑time permanent office‑based role with one weekend shift cover every 6 weeks.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our Core Values

• Be Rock Solid – Build trust and be trusted. Be the one we all look to and can depend on.
• Be You – Bring your best everyday. Be yourself and make your mark in your individual way.
• Be the Future – Embrace change. Drive progress. Own the challenge.

At South West Water we believe that the strongest businesses are built on solid, stable foundations – with a vision and a culture that gives them the freedom to change, improve and innovate. We're proud to be responsible for providing reliable, efficient and high‑quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net‑zero by 2030, but we've also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, JustAddWater.