Lead Operational Customer Services Manager

South West Water; Bristol; On-site; GBP 55,000 - 60,000; Full time

Job summary

A leading water company in the UK is seeking a Lead Operational Customer Services Manager to oversee and develop customer service teams. This role involves managing process efficiencies, collaborating with delivery partners, and implementing continuous improvements. Ideal candidates will have strong leadership skills and experience in managing change. The position offers a competitive salary between £55,000 and £60,000, alongside an attractive benefits package including bonuses, holidays, and flexible work options.

Benefits

Up to 15% annual bonus

27 days holiday plus bank holidays

Company pension scheme

Flexible working environment

Access to flexible benefits and discounts

Opportunity for home working

Onsite parking

Qualifications

• Experience in managing customer teams through change.
• Ability to multi-task and manage priorities to meet deadlines.
• Proven experience influencing stakeholders at all levels.

Responsibilities

• Manage and develop teams within the Customer Hub.
• Maximize resource efficiency within teams.
• Collaborate with planning and delivery partners.
• Implement continuous improvement initiatives.

Skills

Excellent leadership skills

Strong interpersonal skills

Communication skills

Planning and project management

Change management

Job description

At Bristol Water weve been making people healthier and the economy stronger since 1846. Weve served generations of families and will serve generations to come.

Were here to have a positive impact on people and the planet for generations. We dont just give people water - we keep them healthy and help them grow. We work around the clock testing our water hundreds of times every day.

We take this same view with our 600 employees we dont just give them jobs in water we keep them healthy and help them grow.

Were one of the smallest water companies in the UK. Being small means were nimble and can achieve things quickly for our customers and our people.

But while were small were also part of a larger June 2021 we became part of the Pennon group which also owns South West Water and Bournemouth Water.

This means that as part of our team youll get the best of both worlds the dynamism and fast pace of a smaller company along with the security and breadth of opportunity that comes with being part of a large organisation.

What You Will Be Doing

• As the Lead Operational Customer Services Manager you will be responsible for managing leading and developing teams within our Customer Hub. These teams include Operational Customer Services New Supplies Digital Communications Supply Queries Wholesale Services and Customer Care. You will also be deputy to the Head of Customer Hub and will be required to contribute and support the strategic plans for the delivery of key business priorities.
• Maximising resources efficiently across the teams in the Customer Hub by establishing ways for them to be multi-skilled and work towards efficiency savings in line with the business needs.
• Manage the end-to-end process of all customer journeys.
• Understand compliance for Wholesale Services
• Identify solutions and be accountable for the governance and implementation of them throughout the teams to allow Customer Hub to work in line with the business blueprints including Customer planning and scheduling Streetworks and our delivery partners.
• Implement continuous improvement across the teams.
• Manage the ICSS ServiceMark programme with the ambition to reach distinction.
• Collaborate with the Senior Planning and Scheduling Manager and our Delivery Partners to ensure work-banks are managed and coordinated to maximise the delivery of C-MeX D-MeX Water UK and R-MeX measures.
• Be part of the governance of any changes to operational processes between the Planning team and our delivery partners to ensure the process is not only efficient but is cost effective (or cost reduced) whilst maximising customer excellence.

What We Are Looking For

• Excellent leadership skills.
• Excellent communication skills with a high level of verbal and written fluency.
• Strong interpersonal and communication skills (written oral and formal presentation) with all levels in the organisation.
• Excellent skills at managing change
• Key influencer of stakeholders across the business
• Experienced at managing customer teams through change
• Ability to multi-task and manage priorities to meet business needs and meet deadlines.
• Planning project management and problem-solving skills
• Experience of dealing with individuals at senior level within an organisation

What's In It For You

• As well as a great opportunity to develop make your mark in a local company the role also offers :
• Up to 15% annual bonus
• 27 days holiday plus bank holidays
• Entry into the company pension scheme
• Flexible supportive friendly working environment
• Access to flexible benefits and discounts
• Opportunity for some home working
• Onsite parking when youre in the office

55000 - 60000 a year

Closing Date

Friday 3rd October

Be yourself we like it that 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.

Required Experience : Manager

Key Skills

Computer Science,Operational Risk Management,Risk Management,Six Sigma,Continuous Improvement,Lean,Process Improvement,Pricing,Customer Support,Alteryx,Kaizen,Project Management Lifecycle

Employment Type : Contract

Experience : years

Vacancy : 1