Contact Centre Team Manager

Overview

Lead and develop a front office contact centre team to deliver first‑class customer service.

Key Responsibilities

• workload management
• performance reporting
• escalation handling
• team leadership
• coaching
• process improvement

Tasks

-Manage daily workloads and ensure service levels and quality standards are consistently met -Collaborate with other departments to ensure smooth communication and operational success -Monitor and report on team performance, identifying trends and opportunities for improvement -Handle escalated queries and complex billing cases, ensuring timely and effective resolution -Lead, motivate, and develop a team of Customer Care Representatives (CCRs) to achieve individual and team performance targets -Provide coaching, feedback, and performance reviews to support continuous development -Identify process improvements to enhance efficiency and the overall customer experience

Requirements

• organised
• data analysis
• billing
• people management
• customer service
• leadership

What You Bring

-Highly organised with excellent attention to detail -Able to analyse data and use insights to drive performance improvements -Experience in billing, utilities, or a similar industry would be advantageous but not essential -Strong people management, coaching, and communication skills -You’ll be a confident and proactive people leader and passionate about delivering great customer service -Previous experience managing or leading a customer service team

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Benefits

-Buy or sell annual leave to offer you extra flexibility -Invest in Pennon Group Plc through our employee share schemes -Competitive Contributory Pension -Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox -We support our people by offering a free, confidential Employee Assistance Programme -Enjoy free eye tests and discounts on frames and lenses at Specsavers -Take up to 26 weeks’ additional maternity leave -We offer free car parking at the majority of our sites -Generous holiday allowance plus bank holidays -A discretionary Bonus -Buy a bike and safety equipment tax-free, through our Cycle to Work scheme -A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more -Share your parental leave and split your time off to care for your child how you choose -At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits: -Look after your wellbeing with our Champion Health support platform

About South West Water

-South West Water is a leading provider of water and wastewater services, covering Cornwall, Devon, and parts of Dorset. -The company is known for pioneering innovation in water treatment and sustainability efforts across its service regions. -Specializes in providing clean, safe water and efficient wastewater treatment to both residential and commercial customers. -Committed to ensuring the highest standards of water quality and environmental stewardship in all its operations. -One of the standout projects includes the upgrade of wastewater treatment facilities to meet growing demand and environmental standards. -South West Water's operations span a variety of sectors, including residential, commercial, and industrial water services.

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