Team Manager

Lanes Group Plc; Warrington; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading UK utilities management company is seeking a Waste Water Team Manager to oversee the Customer Team at United Utilities. This role involves driving performance improvements, providing training, and ensuring compliance with regulations. Candidates should have a good understanding of customer service standards and previous customer contact experience. The position offers a supportive environment with a focus on employee well-being and professional development.

Benefits

Pension

Death in service

Employee assistance programme

24 days holiday plus bank holidays

Subsidised gym onsite

Car parking

Modern office environment

Qualifications

• Demonstrate knowledge of wastewater processes.
• Sound knowledge of escalation processes.
• Good knowledge of internal/external systems is essential.

Responsibilities

• Manage the Customer Team based within the United Utilities Head Office.
• Monitor and report on department performance.
• Drive customer improvement with relevant stakeholders.

Skills

Knowledge of regulatory customer service standards

Knowledge of service level agreements

Social skills for customer orientation

Customer contact experience

Education

GCSE level including 'C' or above in English and Mathematics

Tools

Understanding of internal/external systems

Job description

Reporting to the Waste Water Scheduling Manager, the Waste Water Team Manager's main duties are to manage the Customer Team based within the United Utilities Head Office for Sapphire Utility Solutions. You will monitor and report on department and contract performance whilst driving customer improvement by working with relevant stakeholders.

Key Responsibilities

• Provide in-depth training in accordance with each individual's requirements
• Work with others to identify training & coaching needs
• Monitor & Maintain training documents
• Provide management support within the Validation team
• Maintain performance and internal/external SLAs
• Own and drive an efficient scheduling/case owner back office team and
• Maintain agreed standard of KPIs and ODIs
• Responsible for all systems to be fully maintained
• Full compliance of CMEX
• Drive change within the team including any wider team support
• Working with all staff to ensure everyone has continuous training and support when needed
• Escalating issues as they arise in a busy environment to team managers and scheduling manager

In joining Sapphire Utility Solutions as part of the Lanes Group - the UK's largest independent provider, we are committed to fostering a workplace culture that prioritises the well‑being, growth, and safety of our employees. Through continuous training, professional development opportunities, and a supportive environment that values every individual's unique contribution, we empower our team to uphold the highest standards of integrity, collaboration, and inclusivity.

This position is open to internal and external candidates. Any internal candidates currently employed within a division of the Lanes Group must complete an Internal Application form and submit to recruitment. The Lanes Group plc comprises a range of established service providers subsidiaries, which complement the specialist service of Lanes, by both work type and geography, increasing our overall capability, assets and offering to our customers.

Qualifications

• Demonstrate knowledge of regulatory customer service standards
• Detailed knowledge of service level agreements across the Network Alliance
• Sound knowledge of escalation processes
• Detailed knowledge of wastewater processes
• Educated to at least GCSE level (including 'C' or above passes in English and Mathematics)
• Good knowledge of all internal/external systems
• A high degree of social skills for working in a customer orientated environment
• Previous customer contact experience (face to face, phone or internal customers)

Benefits

• Pension
• Death in service
• Employee assistance programme
• 24 days holiday plus bank holidays
• Modern, restaurant and outdoor seating
• Subsidised gym onsite
• Car parking
• Modern Office Environment

Established in 2013, Sapphire Utility Solutions has quickly become the partner of choice for many clients across the UK in our chosen markets.

We provide award winning services to the clean water, wastewater, gas, multi utilities and the highways sector. We are passionate about working alongside our client's and partners to maintain the utility services essential to modern life throughout the UK.