Customer Service Improvement Manager

Description

• Chair and manage the Customer Service Steering Committee, driving actionable outcomes.
• Develop and deliver a Customer Service Improvement Plan for core water operations.
• Monitor progress, report on KPIs, and champion continuous improvement.
• Lead cross-functional projects to improve scheduling, live network information, and proactive alerts.
• Integrate billing and operational improvements into a unified customer experience strategy.
• Establish performance baselines and set ambitious KPIs.

Requirements

• Excellent communication and influencing skills.
• Proven experience in customer service improvement, process design, or change management (ideally in utilities or regulated industries).
• Knowledge of continuous improvement methodologies (e.g., LEAN).
• Awareness of regulatory standards (e.g., Ofwat requirements).
• 3–5 years’ relevant experience; project management qualification desirable.
• Ability to interpret data and deliver actionable insights.
• Strong project management and stakeholder engagement skills.

Benefits

• 25 days holiday plus bank holidays
• Hands-on training and ongoing career development opportunities
• Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, and more.
• Annual salary review, Reward & Recognition Scheme, and Long Service Awards.
• Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.
• Competitive salary: £40,000 - £45,000 DOE
• Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.
• Employee Assistance Programme (8 counselling sessions) and 24/7 Virtual GP access for you and your dependents.
• Internal Opportunities, Secondments, Hybrid working (role dependant)
• Life Assurance cover (role dependant) and a Company Pension Scheme with salary sacrifice options.

Training + Development

Interview process

Visa Sponsorship

Security clearance