Customer Care Manager

Kier Group; Exeter; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Kier Group in Exeter is seeking a Customer Care Manager to lead the South West Water contract, delivering excellent customer service and guiding a team of Customer Liaison Officers.

You will monitor performance, handle complaints and escalations, build client relationships and drive continuous improvement, with a strong focus on data analysis and stakeholder engagement across the South West Water contract.

Qualifications

• Experience leading and developing customer service teams.
• Strong communication and relationship-building abilities.
• Ability to analyse performance data and generate reports.
• Proven track record in managing complaints and escalations.
• Influence and engage with operational teams and partners.

Responsibilities

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

Skills

Customer service leadership

Stakeholder management

Communication

Data analysis

Performance reporting

Continuous improvement

Job description

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 available

Hours: 39.5 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?

As a Customer Care Manager, You’ll Be Working Within The South West Water Team, Supporting Them In Delivering Excellent Customer Service Across The Contract. Your Day To Day Will Include

• 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

Rewards And Benefits

We’re proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.

Diversity and inclusion

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.