Customer Team Manager - Integrated Delivery Services

Northumbrian Water; Sunderland; Hybrid; GBP 35,000 - 42,000; Full time

Job summary

Northumbrian Water is seeking a Customer Team Manager to lead a team in Integrated Delivery Services. The role involves managing customer service processes, collaborating with stakeholders, and ensuring regulatory compliance. The ideal candidate will have strong leadership skills and a passion for customer-centric decision-making.

Benefits

Generous holiday entitlement starting at 26 days plus bank holidays

Company pension scheme with double matching contributions up to 10%

Free access to local attractions

Discount schemes on days out, shopping, travel, and more

Wellbeing support, including digital GP services

Sustainable travel support, such as salary sacrifice cars and cycle schemes

Financial wellbeing support, including savings schemes and low-cost loans

Development opportunities and interest-free qualification loans

Qualifications

• Experience leading high-performing teams in a customer service environment.
• Excellent written and verbal communication skills.
• Understanding of regulatory landscape including C-MEX, D-MEX.

Responsibilities

• Lead a high-performing team across two regions.
• Support property developers through the construction journey.
• Foster a performance-driven culture and ensure outstanding service.

Skills

Leadership

Customer Service

Communication

Performance Management

Regulatory Knowledge

Job description

Customer Team Manager – Integrated Delivery Services

Working hours: Full time 37 hours per week (flexible working arrangements including part time will be considered)

Permanent

Salary: up to £41,833 per year (depending on experience)

Location: (e.g., hybrid working with office location at Washington, Tyne and Wear)

About the role

We have an exciting opportunity for a Customer Team Manager within NWG’s Integrated Delivery Services Planning and Performance team.

You will lead a high-performing team across two regions, supporting property developers through the construction journey of new connections to the freshwater network.

In this role, you will collaborate closely with other business areas and contractor partners. The team manages highly regulated processes (DMEX and CMEX) that impact overall business performance.

As Customer Team Manager, you will foster a performance-driven culture, ensuring your team delivers outstanding service with a focus on first contact resolution and collections across all channels.

About you

If you have experience leading high-performing teams in a customer service environment, we want to hear from you.

You should be resilient, positive, proactive in managing performance, and lead by example. You should create an environment where colleagues feel empowered to make customer-centric decisions, innovate, support change, and prioritize customer needs.

You will possess excellent written and verbal communication skills and be capable of building strong relationships with key stakeholders and managing customer expectations effectively.

Ideally, you will have a good understanding of the regulatory landscape, including C-MEX, D-MEX, R-MEX (if applicable), other ODIs and PCs, GSS, and knowledge of OFWAT, CCWater, the EA, the DWI, and other external agencies.

You should be passionate about continuous improvement, efficiency, and technology, with good attention to detail and quality checking processes.

Some regular travel to Essex and Suffolk Water sites will be expected.

At Northumbrian Water/Essex & Suffolk Water, we embrace Diversity, Inclusion, and Equity, encouraging all colleagues to bring their authentic selves to work.

Our colleague networks include Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM), and Thisability (disability and neurodiversity). These groups provide safe spaces for diverse colleagues to engage and promote organizational awareness and inclusivity.

We encourage applications from all backgrounds and are committed to being an equal opportunity employer.

This role may require a DBS check prior to employment. NWG supports offender rehabilitation but will not consider candidates with certain unspent convictions to maintain a safe working environment.

About us

NWG aims to make Northumbrian Water Group a great place to work, valuing Diversity, Inclusion, and Equity. We encourage you to bring your full self to work. We’re committed to a diverse community within our organization.

We recognize not everyone will have every skill listed, but we encourage you to apply if you meet some of the criteria.

NWG at a glance

Our purpose is caring for communities and the environment by providing reliable, affordable water and wastewater services. We operate efficiently and invest prudently to ensure sustainability and resilience. Our vision is to be a national leader in sustainable water and wastewater services, guided by five core values.

Our benefits

We offer a range of benefits, including:

• Generous holiday entitlement starting at 26 days plus bank holidays, with options to buy or sell holidays.
• Company pension scheme with double matching contributions up to 10%.
• Free access to local attractions.
• Discount schemes on days out, shopping, travel, and more.
• Wellbeing support, including digital GP services.
• Sustainable travel support, such as salary sacrifice cars and cycle schemes.
• Financial wellbeing support, including savings schemes, financial education, low-cost loans, life assurance, and income protection.
• Development opportunities, professional subscriptions, and interest-free qualification loans.