Customer Service & Network Team Manager

South West Water Limited; Plymouth; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Service and Network Team Manager to lead a dedicated team in delivering exceptional wastewater services. This role offers the chance to make a significant impact by optimizing team performance and ensuring customer satisfaction. With a commitment to sustainability and innovation, you'll be part of a forward-thinking organization that values diversity and fosters a culture of belonging. Join a vibrant team where your contributions will help shape the future of water services in the South West, and enjoy a competitive salary along with excellent benefits.

Benefits

Generous holiday allowance

Discretionary Bonus

Competitive Contributory Pension

Share-save Scheme

Various health benefits

Wellbeing support programmes

Group Discounts

Cycle to Work Scheme

Financial support services

Qualifications

• 3 years experience in customer service or commercial delivery team.
• Experience in a supervisory role with conflict management exposure.
• Ability to manage team performance and training effectively.

Responsibilities

• Manage performance and training of the Waste Water Service Field Delivery Team.
• Ensure safe working practices and promote a positive safety culture.
• Support proactive customer communication and improve overall experience.

Skills

Customer Service Management

Team Leadership

Conflict Management

Communication Skills

Organizational Skills

Education

A Level Standard

GCSE in Mathematics

HNC in Related Discipline

Supervisory/Management Qualification

Tools

Corporate Management Systems

Job description

AtSouth West Waterwe 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.

Are you looking for an opportunity where your work ethic will be valued and progression is championed?

We currently have a fantastic opportunity available for a Customer Service and Network Team Manager to join our team based in Plymouth. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary of £35,609 - £54,392 + excellent benefits.

About the role:

As our Customer Service and Network Team Manager you will provide an excellent network service to waste water customers through effectively managing the performance, training & development of the Waste Water Service Field Delivery Team. This will include the development and optimisation of working arrangements, performance measures and skilling opportunities in addition to supporting the WWN Operations Manager in the delivery of the key outcomes and business targets within the operational area.

What you’ll be doing:

• Actively engage and support the field team delivering their daily work to enable them to deliver agreed targets and outcomes
• Ensure the field team are working safely and that they are not putting themselves or customers at risk. Engage with the Homesafe delivery programme and promote a behavioural safety culture
• Support the Wholesale WWS Operations Manager with proactive customer communication in collaboration with the Source to improve overall customer experience
• Provide focus and coordination for customer service for the area
• Manage the effective delivery of work being dispatched to the field team through the CS&N dispatcher, ensuring that sufficient skilled resource is available to enable attendance times to be met in and out of hours
• Assist with planned work scheduling and supporting the dispatcher with difficult customers & operational issues where necessary
• Work closely with the WWN Asset Manager to ensure further work, planned work and proactive work are addressed in a timely and effective way
• Ensure planned work schedules are up to date and resourced to enable the planned programme to be delivered
• Motivate and engage with individuals to create a positive and enthusiastic team, encourage creative thinking and sharing of ideas to resolve issues and improve the working environment
• Ensure effective communication through regular team meetings, 1 to 1’s and being available to the team
• Manage team performance in accordance with the agreed performance management framework; including productivity, service quality and overtime; behaviour and discipline including driving
• Responsible for ensuring appropriate training and development of the team members is planned and maintained to include compliance with regulatory training needs; this will include maintenance of skills held within Field Force Planner (FFP) in collaboration with the Data and Schedule Optimiser
• Progression Scheme Delivery; NVQ, SATDD and appraisal reviews in combination with the Wholesale WWS Customer Service and Network Manager where necessary
• Support the WWN Asset Manager in the promotion of capital bids for asset improvement and repairs to the Engineering and Asset Management teams
• Participate on the Duty Functional Manager standby and weekend working rotation
• Deputise for the Wholesale WWS Customer Service and Network Operations Manager at appropriate meetings with internal / external customers or other external bodies if required

What we are looking for:

• Ability to participate in the Duty Catchment Manager area standby and weekend working rotation
• Full UK Drivers Licence
• Able to travel around the work area using company vehicle
• Preferably educated to A Level standard, minimum GCSE in Mathematics, English and a science subject
• HNC in related discipline, A recognised Supervisory/Management qualification and experience
• WAMITAB certification (or drive to achieve)
• IOSH/NEBOSH Health & Safety Qualifications (or drive to achieve)
• 3 years experience of working in either a customer service or experience in commercial delivery team, working in a supervisory role and conflict management exposure
• Excellent verbal and written communication skills
• Effective organisation and prioritisation skills
• Knowledge in areas of process, systems, legislation, policies and procedures
• IT Skills – able to effectively utilise and update corporate management systems
• Proven team building, networking and motivational skills
• Effectively persuades and influences others
• Has a desire to lead others and exerts the effort to do so
• Inspires others to perform by being a role model for desired outcomes
• Cascades information in a manner reflecting support for management decisions/policy (regardless of personal view)
• Ability to effectively manage team meetings and one to ones with individuals

What's in it for you:

• We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
• Generous holiday allowance plus bank holidays
• A discretionary Bonus
• Competitive Contributory Pension
• Share-save Scheme
• Various health benefits
• Wellbeing support programmes
• A range of Group Discounts
• Cycle to Work Scheme
• Financial support services
• And plenty more!

Closing Date: Tuesday 20th May 2025

If you are looking for a new challenge, please click apply now to be considered as our Customer Services and Networks Team Manager - we look forward to receiving your application.

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 which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.