Team Manager

Severn Trent Water; Birmingham; On-site; GBP 32,000 - 37,000; Full time

Job summary

A leading company in water solutions seeks an experienced Team Manager for their new contact centre in Birmingham. The role focuses on enhancing customer service through effective team leadership and process improvements, aiming to create a positive customer experience. Ideal candidates will exhibit character, enthusiasm, and a dedication to continuous improvement, with strong leadership skills.

Benefits

25 days holiday plus bank holidays

Annual bonus scheme up to £1,500

Enhanced pension scheme

Electric vehicle scheme

Family-friendly policies

Qualifications

• Experience in leading teams and enhancing customer experience.
• Capacity to adapt in a dynamic environment.
• Positive attitude with a focus on continuous improvement.

Responsibilities

• Coordinate daily team activities to prioritize customer tasks.
• Handle escalated customer issues and improve processes.
• Monitor performance metrics and drive team improvements.

Skills

Customer focus

Problem-solving

Team leadership

Flexibility

Job description

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Are you looking to change your career? Wanting to join somewhere where you’ll develop a career, not just a job? We’re looking for people to help us make a significant impact and bring our vision to life.

EVERYTHING YOU NEED TO KNOW

Working in our Customer Hub, you’ll be at the core of our operations—leading teams of dedicated individuals who strive to do more because they care. You’ll work closely with customers, understanding their needs and advocating for more. Your goal will be to deliver an exceptional customer experience you can be proud of.

In this role, you will lead a team of water specialists, managing the happiness and service of approximately 100-150k customers as your own "mini-water supplier."

You will oversee a small, autonomous team, ensuring excellence in every aspect of the customer experience for your specific customer base. You will collaborate with your customer manager and team, making decisions related to operational processes, prioritization, financial discretion for resolving issues, and implementing innovative ideas to improve team and customer lives.

Creating a positive, empowering culture will be essential. Embracing learning from mistakes, investing in your team’s well-being, development, motivation, and engagement will help build the world’s best, most efficient caring customer team.

This role will be based in our new contact centre in Birmingham, opening in September. You’ll be office-based, working 37 hours per week, Monday to Friday, 8 am – 6 pm.

WHAT YOU’LL BRING TO THE ROLE

Customer focus is at the heart of everything we do. You’ll be dedicated to impressing and exciting our customers.

As an evolving team, we understand we won’t always get everything perfect. We see challenges as learning opportunities and expect you to identify problems and propose solutions for continuous improvement.

We’re seeking experienced people leaders who are enthusiastic, positive, and committed to enhancing our customer experience ambitions.

Prepare for a dynamic environment! We’re constantly exploring ways to improve the lives of our customers and teams, which involves ongoing testing and learning. Flexibility and a positive attitude towards challenges are essential.

We value character, positivity, and a caring attitude over specific qualifications. We welcome applicants from diverse backgrounds, believing that diversity in experience and perspectives enriches our service and workplace.

Joining our new Birmingham contact centre, we encourage you to use public transport options—bus, train, tram, or walking—to get your steps in and enjoy the city.

THE ROLE OF A TEAM MANAGER

• Coordinate daily team activities, including prioritizing customer-facing tasks, projects, and scheduling
• Support the team by handling escalated customer issues via phone and email, and seek opportunities to prevent future escalations
• Monitor and manage call and email handling times to meet expectations
• Address complaints promptly, ensuring resolutions within agreed timescales
• Identify opportunities for process improvements, team organization, quick wins, or other enhancements
• Collaborate with peers to drive performance
• Support other teams when needed, acting as a team hero
• Continuously seek personal development opportunities and training to enhance your role

WHAT’S IN IT FOR YOU

We offer more than just a job—we provide a career. Our benefits recognize your contributions and include award-winning training to help you grow. We also support your role in caring for the environment and communities.

Some of our key perks include:

• A salary of £32,500 - £36,700 (dependent on experience), with annual increases
• 25 days holiday plus bank holidays (option to buy/sell up to 5 days)
• Annual bonus scheme (up to £1,500 based on performance)
• Enhanced pension scheme (company doubles your contribution up to 15%)
• Sharesave scheme at a discounted rate
• Dedicated training through our ‘Academy’
• Electric vehicle scheme and retail discounts
• Family-friendly policies, including paid maternity and adoption leave
• Two volunteering days per year

WHAT’S NEXT

We look forward to hearing from you. Please prepare your updated CV and set aside about five minutes to apply. We will inform you of the outcome after the closing date—keep an eye on your email and phone.

If successful, you’ll need to be available for assessment in late July, with a start date in September.

Curious to learn more? Search #LifeAtSevernTrent on social media or visit us on Glassdoor.