Customer Rep Team Manager

idibu; England; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading utility company is seeking a Customer Rep Team Manager to lead a field-based team in delivering exceptional customer support. This role involves managing performance, overseeing incident activity, and ensuring high standards of health and safety. The ideal candidate will have extensive experience in customer-focused services and team management. Offering a salary of £38,180 to £45,000 plus benefits, this position encourages innovation and continuous improvement within a dynamic environment.

Benefits

26 days holiday per year

Generous Pension Scheme

Access to health and wellbeing benefits

Qualifications

• Proven experience in delivering customer-focused services in operational environments.
• Experience managing a team with a performance-driven approach.
• Strong communication with the ability to engage stakeholders.

Responsibilities

• Lead and motivate a field-based team of Customer Representatives.
• Manage customer-facing activities during operational incidents.
• Ensure health, safety, and wellbeing through field checks.

Skills

Customer-focused services

Leadership and team management

Strong communication skills

Analytical and problem-solving skills

MS Office tools (Excel, PowerPoint)

Job description

This is a hands‑on leadership role where you will manage a field‑based team delivering face‑to‑face customer support during incidents, complaints and proactive customer activity. You will play a key role in protecting customer experience during challenging situations, while developing a high‑performing, safety‑focused team.

What you’ll be doing as a Customer Rep Team Manager

• Leading, developing and motivating a team of around 13–15 field‑based Customer Representatives, including performance, wellbeing and absence management.
• Managing the delivery of customer‑facing activity during and after operational incidents, ensuring customers feel supported and informed.
• Overseeing field‑based support linked to customer complaints, claims, CGS and compensation activity when required.
• Driving productivity and quality across customer workstreams such as incidents, aftercare, operational support and proactive complaint deflection.
• Acting as a key point of collaboration across Customer Operations, including Incident Management, OCC, Complaints and Aftercare teams.
• Ensuring a zero‑compromise approach to health, safety and wellbeing through regular field‑based checks, briefings and assurance activity.
• Leading continuous improvement initiatives to enhance customer service delivery and team effectiveness.

Base location: Kemble Court, RG2 6AD, with regular field activity.

Working hours: This role operates on a varied shift pattern between 7am and 9pm, including a standby rotation. Hybrid working applies, with around 2–3 days per week based at Kemble Court or in the field.

What you should bring to the role

• Proven experience delivering customer‑focused services, ideally in operational or field‑based environments.
• Experience leading, managing or supervising a team, with a supportive and performance‑driven approach.
• Strong communication skills, with the confidence to engage and influence stakeholders at all levels.
• A track record of driving improvement and managing change in fast‑paced environments.
• Strong analytical and problem‑solving skills, with experience producing clear reports or presentations.
• Good working knowledge of water and utility industry operations would be beneficial.
• Confident use of MS Office tools, particularly Excel and PowerPoint.

What’s in it for you?

• This role will be paid from £38,180 to £45,000 per annum, depending on skills and experience, plus additional standby payments roughly £1,500 per year.
• 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.