Team Manager

SevernTrentLife; Birmingham; On-site; GBP 32,000 - 37,000; Full time

Job summary

Join a leading company in the water sector as a Team Manager in Birmingham. You will lead a team focused on delivering exceptional customer experiences for up to 150,000 customers, enhancing service quality, and fostering a positive culture. This office-based role offers a competitive salary, various benefits, and opportunities for professional growth.

Benefits

25 days holiday plus bank holidays

Annual bonus up to £1,500

Enhanced pension scheme

Training and development via 'Academy'

Family-friendly policies, including paid maternity leave

Qualifications

• Experienced people leaders who are enthusiastic, positive, and committed to enhancing customer experience.
• Comfortable with continuous learning and proposing solutions for improvement.

Responsibilities

• Coordinate daily team activities and task prioritization.
• Handle customer escalations and monitor handling times.
• Identify opportunities for process improvement.

Skills

Customer focus

Leadership

Problem-solving

Flexibility

Positive attitude

Job description

Are you looking to change your career? Want to join somewhere where you’ll get a career, not just a job? Well, you have come to the right place, as we’re looking for people to help us make a big drop in our ocean. We need individuals to help us turn our vision into reality.

EVERYTHING YOU NEED TO KNOW

Working in our Customer Hub, you’ll be at the heart of everything we do—leading teams of dedicated people who care deeply about customer service. You’ll be curious about our customers’ needs and confident in speaking up to suggest improvements. 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 quality for between 100,000 and 150,000 customers.

You will oversee a small, autonomous team, ensuring excellence across all aspects of the customer experience for your specific customer base. Working closely with your customer manager and team, you will have autonomy over operational decisions, work prioritization, financial discretion for resolving issues, and implementing innovative ideas to improve team and customer satisfaction.

Creating a positive culture is key! Embracing empowerment, learning from mistakes, and investing in your team’s development are vital. Your focus on well-being, motivation, and engagement will help build the world’s best, most caring customer team.

This role is based at our new contact centre in Birmingham, opening in September. It is office-based, working 37 hours per week, Monday to Friday, from 8 am to 6 pm.

WHAT YOU’LL BRING TO THE ROLE

Customer focus is essential. You’ll go above and beyond to keep our customers impressed and engaged.

As part of our evolving team, you should be comfortable with continuous learning, identifying problems, and proposing solutions for ongoing improvement.

We seek experienced people leaders who are enthusiastic, positive, and committed to enhancing our customer experience.

Expect a dynamic environment with constant testing and learning. Flexibility and a positive attitude are crucial as you adapt to changing circumstances.

We value character, positivity, and a caring attitude over specific qualifications. We welcome diversity and believe different backgrounds and experiences enrich our team and service.

Joining our Birmingham contact centre, we encourage use of public transport—bus, train, tram—or walking to enjoy the city.

THE ROLE OF A TEAM MANAGER

1. Coordinate daily team activities, including task prioritization and scheduling.
2. Handle customer escalations via phone and email, seeking to prevent future issues.
3. Monitor call and email handling times to meet expectations.
4. Address complaints promptly and effectively.
5. Identify opportunities for process improvements and team performance enhancement.
6. Collaborate with peers to drive performance.
7. Support other teams when needed.
8. Invest in your own development through training or shadowing opportunities.

WHAT’S IN IT FOR YOU

We offer more than just a job. Build a career with Severn Trent, with rewards, training, and opportunities to contribute to environmental and community well-being.

Some benefits include:

• Salary between £32,500 and £36,700, with annual increases
• 25 days holiday plus bank holidays, with buy/sell options
• Annual bonus up to £1,500
• Enhanced pension scheme (company doubles your contribution up to 15%)
• ShareSave scheme for discounted shares
• Training and development via our ‘Academy’
• Electric vehicle scheme and retail discounts
• Family-friendly policies, including fully paid maternity and adoption leave
• Two volunteering days per year

WHAT’S NEXT

We look forward to hearing from you! Please prepare an updated CV and set aside five minutes for your application. 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.