Permanent position, Full Time 37 hours per week, Location – Hanningfield, Chelmsford, Salary – £38,080 to £44,800 depending on experience.
About The Role
We’re looking for an inspiring, people-focused leader to join our Water team as a Customer Supplies Team Manager. In this role, you will lead and develop a high-performing Customer Side Leak Team, ensuring we deliver exceptional, reliable service to every customer.
You will be responsible for both team performance and customer outcomes, creating an environment where colleagues feel supported, motivated, and empowered to deliver their best. Through strong leadership, coaching, and development, you will drive high performance and continuous improvement, using insight and data to enhance operational efficiency and improve the overall customer journey, preventing problems before they escape.
A key part of the role involves managing complex and sensitive customer interactions. You will oversee the handling of customer complaints, ensuring they are resolved promptly, fairly, and with empathy, and represent the business in attending local authorities to obtain permits within regulatory requirements.
Working closely with colleagues across the organisation, you will build strong relationships to resolve complex issues and identify opportunities to improve how we support our customers. By analysing performance data and customer feedback, you will tackle root causes and help shape meaningful improvements that support our ambition to be the national leader in sustainable water services.
Just as importantly, you’ll champion a culture where safety, wellbeing and inclusion come first, ensuring everyone feels supported, empowered and able to do their best work.
About You
You’re an enthusiastic and engaging leader who is passionate about delivering outstanding customer service. You have experience leading teams in a fast-paced environment and know how to motivate people to perform at their best while maintaining a supportive and positive culture.
You’re confident using performance insights and data to understand what’s happening across your team, identify opportunities for improvement and take action to drive results. With excellent communication skills, you build strong relationships with colleagues and stakeholders and are comfortable influencing and collaborating across teams.
You bring a proactive, solutions-focused mindset and enjoy coaching and developing others so they can reach their potential. You’re also comfortable managing competing priorities while keeping a clear focus on delivering great outcomes for customers.
Ideally, you’ll also have an understanding of the regulatory environment within the water industry and how customer performance measures shape the services we provide.
Diversity, Inclusion and Equity
Here at Essex & Suffolk Water / Northumbrian Water (NWG Group), Diversity, Inclusion and Equity means bringing your full self to work. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within all our teams, structures and organisation.
Benefits
* Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve. Option to buy or sell holidays.
* Company pension scheme with double match up to 10% employer contribution.
* Free access to local attractions.
* Discount scheme on days out, shopping, travel and more.
* Award-winning wellbeing support, including access to a digital GP service for you and your family.
* Support for sustainable travel through salary sacrifice cars and a cycle-to-work scheme.
* Financial wellbeing support: community savings scheme, financial education and low cost loans, 4× Life Assurance and an Income Protection Scheme.
* Support with development: development opportunities, interest‑free qualification loan, and support for professional body subscription.
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