Customer Team Manager - Integrated Delivery Services

NWG (Northumbrian Water Group); Washington; Hybrid; GBP 35,000 - 42,000; Full time

Job summary

A leading company in the utilities sector is seeking a Customer Team Manager for their Integrated Delivery Services team. This role involves leading a team to support property developers and manage customer service processes while ensuring compliance with regulatory standards. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for continuous improvement.

Benefits

Generous holiday entitlement

Company pension scheme with employer contributions

Discounts on attractions and shopping

Wellbeing support

Sustainable travel options

Financial wellbeing support

Development opportunities

Qualifications

• Experience leading high-performing teams in a customer service environment.
• Good understanding of regulatory landscapes including C-MEX, D-MEX, and ODIs.
• Resilient and proactive with a focus on customer needs.

Responsibilities

• Lead a high-performing team supporting property developers.
• Manage regulated processes impacting business performance.
• Foster a culture of performance optimisation and outstanding service.

Skills

Excellent communication skills

Team leadership

Customer-centric decision making

Performance management

Stakeholder relationship building

Attention to detail

Continuous improvement

Job description

Customer Team Manager - Integrated Delivery Services

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About The Role

Customer Team Manager – Integrated Delivery Services

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). Hybrid working with office location at Washington, Tyne and Wear.

Role Overview

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. Your role involves working closely with other business areas and contractor partners, managing highly regulated processes (DMEX and CMEX) that impact overall business performance.

You will foster a performance optimisation 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, proactive, and able to manage performance effectively. Leading by example, you will create an environment that empowers team members to make customer-centric decisions, innovate, support change, and prioritize customer needs.

Excellent communication skills, both written and verbal, are essential, as is the ability to build strong stakeholder relationships and actively manage customer expectations. A good understanding of the regulatory landscape, including C-MEX, D-MEX, R-MEX, ODIs, PCs, GSS, and external agencies like OFWAT, CCWater, the EA, and the DWI, is preferred. Passion for continuous improvement, efficiency, and technology, along with good attention to detail, are also important. Some travel to Essex and Suffolk Water sites will be expected.

Our Commitment

At Northumbrian Water/Essex & Suffolk Water, we embrace diversity, inclusion, and equity. We encourage all applicants to bring their authentic selves to work. Our networks include Rainbow Support, REACH, WiSTEM, and Thisability, fostering a safe and inclusive environment. We are an equal opportunity employer committed to diversity and inclusion. A DBS check may be required prior to employment. We support rehabilitation of offenders but do not consider certain unspent convictions to maintain a safe workplace.

About NWG

NWG aims to care for communities and the environment by providing reliable, affordable water and wastewater services. Our vision is to be a leader in sustainable water services, guided by core values that shape our actions.

Benefits

Our 'Tap Into' benefits include generous holiday entitlement, a company pension scheme with employer contributions, discounts on attractions and shopping, wellbeing support, sustainable travel options, financial wellbeing support, and development opportunities.

Additional Information

Seniority level: Mid-Senior level. Employment type: Full-time. Job functions include Management and Manufacturing in the Utilities industry. Locations include Newcastle upon Tyne and surrounding areas. We encourage applications from diverse backgrounds and skills.