Customer Manager

Severn Trent; Derby; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading customer service organization is seeking a Customer Manager to join their Customer Hub in Derby. This pivotal leadership role requires a customer-centric approach to enhance service delivery, manage multiple teams, and create a positive support culture. You will be responsible for developing your team, resolving complex customer challenges, and driving performance through strategic initiatives.

Benefits

Days holiday plus bank holidays

Annual bonus scheme

Leading pension scheme

Sharesave scheme

Dedicated training and development

Electric vehicle scheme

Family-friendly policies

Two volunteering days per year

Qualifications

• Ability to handle multi-faceted customer challenges effectively.
• Experience in leading and motivating teams.
• Strong decision-making capabilities for customer situations.

Responsibilities

• Lead teams to provide outstanding customer service.
• Handle escalations and monitor team activities.
• Develop and implement best practices for improved outcomes.

Skills

Empathy

Motivation

Problem-solving

Team development

Job description

Department:

Customer Hub
Salary (£): £, - £, Customer Manager

Are you looking for your next leadership challenge?

We are seeking a customer-centric leader to join us in our mission to provide a best-in-class customer experience.

EVERYTHING YOU NEED TO KNOW

You’ll be at the heart of our Customer Hub, leading teams of dedicated individuals who do more because we care. Working directly with our customers, you’ll be curious about their needs and courageous enough to advocate for more. Your primary responsibility will be to deliver an outrageously amazing customer experience you’ll be proud of.

In this role, you will build high-performing and motivated teams of water specialists. Each team will operate as a “mini-water supplier,” with full accountability for the satisfaction and service of approximately -k customers. These teams are ultimately responsible for £m in revenue. As they evolve, you’ll identify talent and nurture it through coaching and mentoring, preparing team members for managerial roles. You will also analyze team-to-customer ratios, customer needs, and overall performance to make strategic recommendations for team adaptations, evolutions, or restructuring.

Creating a positive culture will be key! Embracing empowerment, celebrating learning from mistakes, and investing in your team’s development are passions of yours. Caring for your team’s well-being, motivation, and engagement will help build a high-performing team delivering outrageously good customer service.

Additionally, you will inspire Team Managers and other Customer Managers to adopt best practices, tools, and techniques that can benefit the wider business.

WHAT YOU’LL BRING TO THE ROLE

Customers are at the center of everything we do. You’ll need to go the extra mile to impress and excite them.

Customer service can be demanding and challenging. You should be capable of handling complex problems with empathy, managing multiple teams, and addressing internal and external issues. You’ll need to handle personnel challenges, maintain motivation, prioritize effectively, set clear expectations, and follow through rigorously. The ability to think quickly and make the right decision for the customer is essential.

THE ROLE OF A CUSTOMER MANAGER

• First-line responsibility for customer care, both personally and through your Team Managers and their team members
• Coordinate daily team activities, ensuring Team Managers have the support and tools needed
• Handle escalations via phone and email effectively
• Monitor call and email handling times to meet expectations
• Address complaints promptly, ensuring resolutions within agreed timescales
• Identify and develop best practices, tools, and techniques for wider use
• Participate in weekly performance meetings with colleagues to drive accountability and empowerment
• Assist other teams by reassigning resources as needed
• Recognize exceptional behaviors and talent in others
• Contribute to specific projects aimed at advancing the business, either suggested or driven by your passion

WHAT’S IN IT FOR YOU

Working here isn’t just a job; it’s a career. We’ll reward your efforts with a range of benefits and award-winning training to help you reach your potential. We also support your role in caring for the environment and communities.

Some of our key perks include:

• Salary: £, - £, (dependent on experience)
• Days holiday plus bank holidays, with options to buy or sell up to days per year
• Annual bonus scheme (up to £, per year, based on company performance)
• Leading pension scheme with doubled contributions (up to % when you contribute)
• Sharesave scheme to buy Severn Trent Plc shares at a discount
• Dedicated training and development through our ‘Academy’
• Electric vehicle scheme and retail offers
• Family-friendly policies, including a year of fully paid maternity and adoption leave
• Two volunteering days per year