Customer Service Team Manager

Anglian Water Services Ltd; Great Stukeley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A utilities company in the UK is seeking a Customer Service Team Manager to lead and develop a team focused on delivering exceptional customer service. The role includes managing workflows, achieving service level targets, and implementing new initiatives. Ideal candidates will have experience in customer service management and strong communication skills, combined with a passion for service excellence. The position offers a competitive salary and a range of benefits.

Benefits

Generous bonus scheme

Private health care

26 days annual leave

Well-being day

Competitive pension scheme

Flexible benefits

Qualifications

• Experience managing a customer service team in a commercial environment.
• Ability to maintain and exceed service level agreements.
• Self-motivated with excellent communication skills.

Responsibilities

• Manage, coach, and develop a team of 12 direct reports.
• Allocate work and monitor workflow to achieve service level targets.
• Report and communicate with senior management on customer service activities.
• Implement change management programmes for product launches.
• Develop quality measures and take corrective action as necessary.
• Work with senior management to implement business strategies.

Skills

Customer service management

Coaching and developing teams

Communication skills

Decision-making skills

Motivational skills

Job description

We are currently looking for someone with a passion for delivering exceptional customer service to join us as Customer Service Team Manager within our TIDE Services business. TIDE Services manages the AWG commercial brands of Geodesys, digdat and Anglian Water Direct, providing a wide range of services to both businesses and consumers, including legal services/conveyancing searches, utility mapping and communication systems.

What will you be doing?

• Managing, coaching and developing a large team (currently 12 direct reports).
• Allocating work, monitoring workflow channels and managing resource as appropriate to ensure service level targets are consistently achieved.
• Report on and communicate with senior management on all aspects of customer services activity.
• To implement robust change management programmes associated with new product launches and system/process improvements.
• Continually review and develop quality measures, taking corrective action when necessary.
• To work closely with the senior management team to create, support and implement the long term business strategy.

Qualifications and Experience

To work alongside the sales team to ensure clients get the best possible end to end service and customer experience, always looking for ways we can do things even better!

As our Customer Service Team Manager, we are looking for you to have experience of managing a customer service team in a commercial environment. You'll be confident when working to maintain and exceed service level agreements. You'll be self-motivated, with excellent communication and decision‑making skills, as well as possessing the ability to motivate others. Above all, you'll have a passion for service excellence that drives you to support and guide your team to consistently deliver an amazing customer experience.

TIDE Services is part of the Anglian Water Group, and comprises of three diverse and interesting brands - each operating in an ever-changing and challenging market.

On joining TIDE you'll enjoy all the benefits of working for the Anglian Water Group. We believe your salary and bonus should be just the beginning of your reward package so there's nothing basic about the breadth and competitiveness of the benefits we offer.

Benefits

• A generous bonus scheme
• Private health care for you
• 26 days annual leave rising with service
• A well‑being day in addition to annual leave allowance
• A competitive pension scheme
• Flexible benefits so you can personalise your benefits package and support your wellbeing
• Plus lots more!