Customer Service Improvement Manager

South Staffs Water; Walsall; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading water utility provider in Walsall is seeking a Customer Service Improvement Manager to enhance customer experience and satisfaction. You will drive improvement initiatives, manage cross-functional projects, and ensure compliance with regulatory standards. The ideal candidate has experience in customer service improvement, strong project management skills, and a passion for driving change. This role offers a competitive salary and many benefits, including family-friendly leave and professional development opportunities.

Benefits

Competitive salary

25 days holiday plus bank holidays

Family-Friendly Leave

Financial & Life Assurance

Health & Wellbeing benefits

Professional Development

Flexibility & Hybrid working opportunities

Qualifications

• Proven experience in customer service improvement or change management.
• 3–5 years’ relevant experience in utilities or regulated industries.
• Strong understanding of regulatory standards.

Responsibilities

• Develop and deliver a comprehensive Customer Service Improvement Plan.
• Lead projects to improve customer experience and satisfaction.
• Monitor progress and report on key performance indicators.

Skills

Customer service improvement

Project management

Stakeholder engagement

Continuous improvement methodologies

Data interpretation

Communication

Education

Project management qualification (desirable)

Job description

Overview

Job Title: Customer Service Improvement Manager

Location: Green Lane, Walsall

Salary: £35,000–£40,000 DOE

Position: Full-time, occasional travel

Reports to: Head of Customer Experience

Direct Reports: 1

Ready to Transform Customer Experience?

Join us at South Staffs and Cambridge Water as we shape the future of customer service. If you’re passionate about driving improvement, influencing change, and making a real impact for thousands of customers, this is your opportunity to lead the way.

About the Role

As Customer Service Improvement Manager, you’ll design and deliver a comprehensive improvement plan for our core customer-facing services. From leak management and service interruptions to proactive communications, you’ll lead initiatives that enhance customer experience, boost satisfaction scores, and ensure regulatory compliance. Acting as a bridge between operational teams, billing services, and senior leadership, you’ll turn insights into action and measurable results.

About Us

South Staffs and Cambridge Water supply over 1.7 million people with clean, reliable water every day. We’re committed to excellence, innovation, and putting customers at the heart of everything we do. Join a team that values trust, respect, responsibility, and diversity, and help us deliver outstanding service in a rapidly evolving industry.

Key Responsibilities

• Develop and deliver a Customer Service Improvement Plan for core water operations.
• Establish performance baselines and set ambitious KPIs.
• Lead cross-functional projects to improve scheduling, live network information, and proactive alerts.
• Chair and manage the Customer Service Steering Committee, driving actionable outcomes.
• Integrate billing and operational improvements into a unified customer experience strategy.
• Monitor progress, report on KPIs, and champion continuous improvement.

What You’ll Need

• Proven experience in customer service improvement, process design, or change management (ideally in utilities or regulated industries).
• Strong project management and stakeholder engagement skills.
• Knowledge of continuous improvement methodologies (e.g., LEAN).
• Ability to interpret data and deliver actionable insights.
• Excellent communication and influencing skills.
• Awareness of regulatory standards (e.g., Ofwat requirements).
• 3–5 years’ relevant experience; project management qualification desirable.

What You’ll Get in Return

• Competitive salary: £35,000–£40,000 DOE
• 25 days holiday plus bank holidays

Benefits

• Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.
• Financial & Life Assurance: Life Assurance cover (role dependant) and a Company Pension Scheme with salary sacrifice options.
• Health & Wellbeing: Employee Assistance Programme (8 counselling sessions) and 24/7 Virtual GP access for you and your dependents.
• Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.
• Professional Development: Hands-on training and ongoing career development opportunities.
• Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, and more.
• Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards.
• Flexibility & Opportunities: Internal Opportunities, Secondments, Hybrid working (role dependant).