Customer Service Improvement Manager
2 days ago
Location: Green Lane, Walsall Salary: £40,000 - £45,000 DOE Position: Full-time, occasional travel Reports to: Head of Customer Experience Direct Reports: 1 Ready to Transform Customer Experience? Join us at South Staffs and Cambridge Water as we shape the future of customer service. If you’re passionate about driving improvement, influencing change, and making a real impact for thousands of customers, this is your opportunity to lead the way. About The Role As Customer Service Improvement Manager, you’ll design and deliver a comprehensive improvement plan for our core customer-facing services. From leak management and service interruptions to proactive communications, you’ll lead initiatives that enhance customer experience, boost satisfaction scores, and ensure regulatory compliance. Acting as a bridge between operational teams, billing services, and senior leadership, you’ll turn insights into action and measurable results. About Us South Staffs and Cambridge Water supply over 1.7 million people with clean, reliable water every day. We’re committed to excellence, innovation, and putting customers at the heart of everything we do. Join a team that values trust, respect, responsibility, and diversity, and help us deliver outstanding service in a rapidly evolving industry. Key Responsibilities Develop and deliver a Customer Service Improvement Plan for core water operations. Establish performance baselines and set ambitious KPIs. Lead cross-functional projects to improve scheduling, live network information, and proactive alerts. Chair and manage the Customer Service Steering Committee, driving actionable outcomes. Integrate billing and operational improvements into a unified customer experience strategy. Monitor progress, report on KPIs, and champion continuous improvement. What You’ll Need Proven experience in customer service improvement, process design, or change management (ideally in utilities or regulated industries). Strong project management and stakeholder engagement skills. Knowledge of continuous improvement methodologies (e.g., LEAN). Ability to interpret data and deliver actionable insights. Excellent communication and influencing skills. Awareness of regulatory standards (e.g., Ofwat requirements). 3–5 years’ relevant experience; project management qualification desirable. What You’ll Get In Return Competitive salary: £40,000 - £45,000 DOE 25 days holiday plus bank holidays Family-Friendly Leave Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days. Financial & Life Assurance Life Assurance cover (role dependant) and a Company Pension Scheme with salary sacrifice options. Health & Wellbeing Employee Assistance Programme (8 counselling sessions) and 24/7 Virtual GP access for you and your dependents. Lifestyle & Perks Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers. Professional Development Hands-on training and ongoing career development opportunities Inclusion & Belonging Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, and more. Performance & Recognition Annual salary review, Reward & Recognition Scheme, and Long Service Awards. Flexibility & Opportunities Internal Opportunities, Secondments, Hybrid working (role dependant)
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Customer Service Improvement Manager
2 days ago
Walsall, West Midlands, United Kingdom South Staffs Water Full timePosition: Full-time, occasional travel Reports to: Head of Customer Experience Ready to Transform Customer Experience? Join us at South Staffs and Cambridge Water as we shape the future of customer service. As Customer Service Improvement Manager, you’ll design and deliver a comprehensive improvement plan for our core customer-facing services. From...
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Customer Service Improvement Manager
4 days ago
Walsall, United Kingdom South Staffs Water Full timeOverviewJob Title: Customer Service Improvement ManagerLocation: Green Lane, WalsallSalary: £35,000–£40,000 DOEPosition: Full-time, occasional travelReports to: Head of Customer ExperienceDirect Reports: 1Ready to Transform Customer Experience?Join us at South Staffs and Cambridge Water as we shape the future of customer service. If you’re passionate...
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Hybrid Customer Service Improvement Lead
4 days ago
Walsall, United Kingdom South Staffs Water Full timeA leading water utility provider in Walsall is seeking a Customer Service Improvement Manager to enhance customer experience and satisfaction. You will drive improvement initiatives, manage cross-functional projects, and ensure compliance with regulatory standards. The ideal candidate has experience in customer service improvement, strong project management...
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Head of Service
4 days ago
Walsall, West Midlands, United Kingdom Echo Full timeJob Title Head of Change – Service Operations and Collections We are seeking a dynamic and visionary Head of Change to lead transformation across Service Operations and Collections. This pivotal role will shape customer experience, drive operational excellence, and deliver measurable improvements in efficiency and quality. You will lead a talented team...
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Customer Service Advisor
4 days ago
Walsall, West Midlands, United Kingdom Echo Full timeJob Title: Customer Service Advisor Salary: £24,636 per year Hours: Full-time: 37.5 hrs/week, Mon-Fri 8am - 6pm, 1 in 4 Saturdays 8am - 1pm. Location: Green Lane, Walsall, West Midlands We have some amazing Full-Time opportunities in our growing Inbound Customer Service Teams! If you’re looking to join an award-winning company that gives you opportunities...
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Service Improvement Adviser
3 weeks ago
West Midlands, United Kingdom PARKINSONS UK Full timeAbout the role You’ll use your quality improvement expertise to support health & care professionals with projects and programmes, equipping them with the latest tools, resources, evidence and data to develop and improve services for people with Parkinson’s. You’ll support the development of a vibrant national network, working in collaboration with the...
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Financial Improvement Manager
2 days ago
West Midlands, United Kingdom Cedar Full timeWe are seeking an Interim Finance Improvement Manager to work on a 6 Month Contract. The role is working on a hybrid basis and the rate on offer is between £500-£550 per day Inside IR35.The successful candidate will take lead on the next phases of a complex service review within a local authority. This critical role will focus on redesigning services to...
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Service Improvement Adviser
2 weeks ago
West Midlands, United Kingdom PARKINSONS UK Full timeAbout the role You’ll use your quality improvement expertise to support health & care professionals with projects and programmes, equipping them with the latest tools, resources, evidence and data to develop and improve services for people with Parkinson’s. You’ll support the development of a vibrant national network, working in collaboration with the...
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Head of Customer Vulnerability
4 days ago
Walsall, West Midlands, United Kingdom South Staffs Water Full time£50-60k Plus Car Allowance And Other Benefits Location: Green Lane, Walsall (with travel to Cambridge and community events) Reports to: Customer Service Director Direct Reports: 3 Make a Real Difference: Lead Our Customer Vulnerability Strategy Are you passionate about supporting customers who need it most? Do you want to shape initiatives that truly change...
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Head of Customer Vulnerability
4 days ago
Walsall, West Midlands, United Kingdom South Staffs Water Full time£50-60k Plus Car Allowance And Other Benefits Location: Green Lane, Walsall (with travel to Cambridge and community events) Reports to: Customer Service Director Direct Reports: 3 Make a Real Difference: Lead Our Customer Vulnerability Strategy Are you passionate about supporting customers who need it most? Do you want to shape initiatives that truly change...
