Customer Team Leader - Metering

Scottish Water; Aberdeen City; On-site; GBP 41,000 - 52,000; Full time

Job summary

Scottish Water is seeking a motivated leader for their Customer Excellence and Resilience team in Aberdeen or Inverness. This role involves managing a team to enhance service delivery and improve customer satisfaction while fostering a collaborative and inclusive work environment. The position offers a competitive salary, generous holiday, and various benefits to support work-life balance.

Benefits

38 days of holiday annually

Paid time off for volunteering

Flexible working arrangements

Pension scheme

Life assurance

Annual bonus

Qualifications

• Experience managing teams through change and making decisions under pressure.
• Strong communication skills for presenting ideas and listening to feedback.
• Ability to build strong relationships across teams.

Responsibilities

• Support team delivery of excellent results and embed performance management.
• Identify best practices and implement effective working methods.
• Champion a culture of continuous improvement within the Wholesale Arena.

Skills

Leadership

Team Management

Communication

Problem Solving

Collaboration

Job description

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Together we are Trusted to Serve Scotland.

How’s this for job satisfaction? At Scottish Water, we look after Scotland's most precious natural resource. From source to tap, we’re guarding Scotland’s reputation for refreshingly pure water, and caring for our environment at the same time.

Sound good? We're seeking self-motivated, flexible individuals to join our Customer Excellence and Resilience team within the Wholesale Arena (Metering) based in Aberdeen or Inverness. You'll help transform the delivery of wholesale services across Scotland—enhancing experiences for our Licensed Providers and non-household customers, supporting our ambition to be a truly great wholesaler.

You'll be part of a collaborative, experienced team leading both proactive and reactive wholesale activities. You'll work closely with teams across Scottish Water, including the Wholesale Service Desk, Revenue & Wholesale, and our Alliance Partner Clancy, to modernise operations and foster strong relationships across the business.

You'll also play a key role in leading and developing your team, fostering an open, transparent, and learning culture where everyone can do their best work.

What You'll Do

This leadership role involves supporting your team to deliver excellent results daily. You’ll prioritize people—motivating, coaching, and developing colleagues to ensure they have the right skills and behaviors. You’ll embed performance management practices and drive improvements aligned with regulatory obligations and internal goals.

You’ll be instrumental in identifying best practices, challenging the status quo, and implementing more effective working methods. Root cause analysis will be part of your toolkit to reduce escalations, improve customer satisfaction, and enhance team capability.

Building strong partnerships across the business, sharing insights, and collaborating to improve service delivery will be central to your role. You’ll champion a culture of continuous improvement within the Wholesale Arena—always seeking opportunities to enhance our service.

What You’ll Need

You’re a people-focused leader capable of bringing out the best in a team. You have experience managing teams through change, making sound decisions under pressure, and planning and prioritizing work to meet external demands. You lead with clarity, fairness, and consistency.

You communicate confidently—whether presenting ideas, listening to feedback, or solving problems collaboratively. Your eye for detail and proactive, solution-focused mindset drive you to find better ways to serve customers. You’re naturally collaborative and skilled at building strong cross-team relationships.

Most importantly, you bring energy, commitment, and a leadership style that embodies our values: Bold, Caring, Responsible, and Inspiring.

Looking out for you

While our work is vital, we understand work-life balance matters too. You’ll enjoy 38 days of holiday annually (including public holidays), with the option to buy five additional days. Paid time off for volunteering, family-friendly policies on adoption, maternity, and parental leave, flexible working arrangements, a pension scheme, life assurance, and an annual bonus are part of our benefits.

The not-so-small print

This role is a Grade 7 position with a starting salary of £41,000, progressing to a maximum of £51,970 with performance-based increases. The working pattern is Monday to Friday, with some weekend overtime when needed. Applications close at midnight on Sunday 8th June 2025.

Job offers are conditional upon successful pre-employment screening, including references, criminal record, and license checks, conducted after acceptance of an offer.

A few final things worth knowing…

If you don’t meet all criteria, apply anyway—everyone has a learning curve. We’re committed to inclusivity and making adjustments for disabilities, neurodiversity, or temporary challenges. Applicants must reside in Scotland or commit to moving within three months of joining. Data from applicants not active in the last 12 months will be deleted automatically.

Questions? Contact us at [e-mail].