Powered by Water, Driven by Purpose
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK's most stunning landscapes.
We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Make a real impact on customer experience and team performance
We're looking for a New Supplies & Customer Support Lead to head up our New Water Connections support function, this is a full time permanent role with a salary of £34,000 - £37,672 depending on skills and experience .
Working hours: 37 hour working week, Monday-Friday, between 08:30-17:00 (16:30 finish on Fridays)
This role is perfect for a people-centric leader who thrives in a fast-paced, customer-driven environment and knows how to deliver exceptional service through high-performing teams. As a key leader in our operation, you'll ensure customers receive a seamless, supportive experience across multiple digital and telephony channels-while ensuring your team consistently meets service levels, performance targets, and regulatory expectations.
What you'll be doing:
* Leading, coaching and developing a high-performing motivated customer support team
* Creating a culture focused on performance, accountability, learning and customer excellence
* Managing multiple workstreams and ensuring efficient delivery across the end-to-end new water connection process
* Overseeing SLA and KPI delivery, analysing performance, and driving continuous improvement
* Providing regular reporting and insight to senior management
* Embedding strong process governance and accurate data handling
* Building excellent relationships with customers, stakeholders, and internal teams
* Ensuring customer queries are resolved quickly, accurately, and at first point of contact wherever possible
* Identifying and implementing opportunities to improve customer satisfaction and reduce demand
What we're looking for:
* A strong people and performance leader with proven experience managing and motivating teams
* Demonstrable experience managing SLAs, KPIs, and multiple operational workstreams
* Ability to work under pressure and effectively prioritise competing demands
* Experience in a customer-focused environment, ideally with contact-centre or operational leadership
* A track record of delivering successful customer outcomes
* Strong communication and relationship-building skills
What's in it for you:
We know our people drive our success - so we're committed to offering an excellent range of benefits, including:
* Generous holiday allowance + bank holidays
* Discretionary bonus
* Competitive contributory pension
* Share-save scheme
* Health benefits & wellbeing support programmes
* Group discounts
* Cycle to Work scheme
* Financial support services
* Development and training opportunities
... and much more!
Closing Date: 17th April 2026
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values, which are essential to our success, are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
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