Southern Water
Private UK utility supplying drinking water and treating wastewater across southern England.
Smart Metering Customer Contact Manager
Manage Smart Meter customer service, lead team, liaise with partners, improve processes.
Job Highlights
About the Role
The Smart Metering Customer Contact Manager will oversee day‑to‑day customer service operations and engagement. The role involves managing customer contact, coordinating with internal and external teams, and leading a metering operational support team. The focus is on delivering high‑standards of service, supporting the team, and driving continuous improvement. Key responsibilities include overseeing inbound communications, ensuring timely responses within service level agreements, and leading, coaching, and developing the metering support team. The manager will collaborate with technical support, field operations, and external partners to resolve issues efficiently, and continuously evaluate and optimise service workflows for efficiency and compliance. Performance metrics will be monitored and reported to senior management, and the role serves as the liaison between customer service, project managers, technical teams, and contractors for smart meter installations. The position may involve rota or standby duties and occasional travel to other sites or partner locations as required by the function. • Oversee inbound customer communications, ensuring timely responses within SLAs • Lead, coach, and develop the metering support team to achieve high performance • Collaborate with internal technical support, field operations, and external partners to resolve issues • Evaluate and optimise customer service workflows for efficiency and compliance • Monitor performance metrics and report results to senior management • Act as liaison between customer service, project managers, technical teams, and contractors for smart meter installations • Address customer concerns and complaints professionally to ensure satisfaction • Manage rota or standby duties as required by the function • Travel occasionally to other sites or partner locations
Key Responsibilities
- ▸smart metering
- ▸team coaching
- ▸workflow optimisation
- ▸performance reporting
- ▸customer communication
- ▸issue liaison
What You Bring
Essential qualifications include a strong background in customer service operations, preferably in utilities, proven experience leading operational teams, excellent verbal and written communication, strong analytical and problem‑solving skills, proficiency with the Microsoft suite, and demonstrated leadership and team management. Desirable experience includes familiarity with smart metering technology and installation processes and a broader background in the utilities industry. • Strong background in customer service operations, preferably within utilities • Proven experience leading operational teams in metering or related industries • Excellent verbal and written communication skills • Strong analytical and problem‑solving abilities • Proficiency with the Microsoft Office suite • Demonstrated leadership and team management experience • Experience with smart metering technology and installation processes (desired) • Broad background in the utilities industry (desired)
Requirements
- ▸customer service
- ▸team leadership
- ▸communication
- ▸analytical
- ▸microsoft office
- ▸smart metering
Benefits
Southern Water offers progression opportunities and values individuals who are passionate about its purpose of protecting and enhancing life through water. Candidates are encouraged to apply even if they do not meet every criterion, as drive and ambition are highly valued. Careers at Southern Water provide real meaning, personal growth, professional development, and constant innovation. The organisation focuses on doing the right thing, empowering employees to play to their strengths, and shaping a fair and positive future for all.
Work Environment
Hybrid