Contact Centre Team Manager

Description

• Build strong cross-department relationships to support knowledge sharing and smooth customer journeys
• Maintain accurate performance reporting, documentation, and adherence to governance, GDPR, and policy requirements
• Support the Customer Service Standby rota and provide flexibility to meet business needs in a fast-paced environment
• Foster a culture of innovation and continuous improvement aligned with business and C-Mex objectives
• Lead or contribute to projects that support Domestic Customer Service goals
• Build an engaged, high-performing team through regular coaching, support, and clear communication of business priorities
• Lead by example, representing the business professionally and driving strong team performance aligned with C-Mex goals
• Manage customer escalations and act as a key escalation point for complex situations
• Drive excellent customer service by empowering the team to take ownership of issues and deliver quick, effective resolutions

Requirements

• Confident with leading teams, managing performance, and delivering service improvements
• Highly organised with the ability to re-prioritise and meet deadlines in a fast-paced environment
• Able to remain calm and focused in challenging situations
• Confident IT user with strong MS Office skills
• Significant experience in Customer Services, ideally within the utilities sector
• Effective problem solver, able to make sound decisions and find creative solutions under pressure
• Motivational leadership style with the ability to engage and inspire others
• Strong communication, influencing, and negotiation skills
• Recognised qualification in business, performance, delivery, or coaching or a degree level education, or equivalent working experience

Benefits

• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• Buy or sell annual leave to offer you extra flexibility
• Share your parental leave and split your time off to care for your child how you choose
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more
• We offer free car parking at the majority of our sites
• A discretionary Bonus
• Look after your wellbeing with our Champion Health support platform
• 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:
• Invest in Pennon Group Plc through our employee share schemes
• Competitive Contributory Pension
• Flexible approach to working hours and willingness to participate in company standby arrangements
• Take up to 26 weeks’ additional maternity leave
• We support our people by offering a free, confidential Employee Assistance Programme
• Generous holiday allowance plus bank holidays
• 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

Training + Development

Interview process

Visa Sponsorship

Security clearance