Contact Centre Team Manager

AtSouth West Waterwe believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come. So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater. We currently have an opportunity for a Contact Centre Team Manager to join our team based in Exeter. Joining us on a permanent full-time basis, you will receive a competitive salary of £34,589 per annum plus excellent benefits. The role As a Contact Centre Team Manager, you will manage a team responsible for delivering excellent customer service through inbound and outbound communication channels used by the company and our customers. You will work flexibly and take part in the Customer Service standby rota and act as the lead when managing operational events in and out of core hours. You will be responsible for ensuring that the correct process is always followed and be the customer’s advocate when working collaboratively with Wholesale business areas. You will ensure communication is clear between event leads across the operation and provide support and direction to team members to ensure excellent service is always delivered to customers, where they enquire about or where they are or have experienced issues with the essential services we provide. What you’ll be doing Lead by example, representing the business professionally and driving strong team performance aligned with C-Mex goals. Build an engaged, high-performing team through regular coaching, support, and clear communication of business priorities. Drive excellent customer service by empowering the team to take ownership of issues and deliver quick, effective resolutions. Manage customer escalations and act as a key escalation point for complex situations. Foster a culture of innovation and continuous improvement aligned with business and C-Mex objectives. Maintain accurate performance reporting, documentation, and adherence to governance, GDPR, and policy requirements. Build strong cross-department relationships to support knowledge sharing and smooth customer journeys. Support the Customer Service Standby rota and provide flexibility to meet business needs in a fast-paced environment. Lead or contribute to projects that support Domestic Customer Service goals. What we’re looking for Significant experience in Customer Services, ideally within the utilities sector. Confident with leading teams, managing performance, and delivering service improvements. Strong communication, influencing, and negotiation skills. Effective problem solver, able to make sound decisions and find creative solutions under pressure. Highly organised with the ability to re-prioritise and meet deadlines in a fast-paced environment. Confident IT user with strong MS Office skills. Motivational leadership style with the ability to engage and inspire others. Able to remain calm and focused in challenging situations. Recognised qualification in business, performance, delivery, or coaching or a degree level education, or equivalent working experience. Flexible approach to working hours and willingness to participate in company standby arrangements. What's in it for you At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits: Generous holiday allowance plus bank holidays Buy or sell annual leave to offer you extra flexibility Buy a bike and safety equipment tax‑free, through our Cycle to Work scheme We offer free car parking at the majority of our sites Take up to 26 weeks’ additional maternity leave Share your parental leave and split your time off to care for your child how you choose Invest in Pennon Group Plc through our employee share schemes We support our people by offering a free, confidential Employee Assistance Programme Look after your wellbeing with our Champion Health support platform Enjoy free eye tests and discounts on frames and lenses at Specsavers Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more through Perkbox A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more A discretionary Bonus Competitive Contributory Pension Closing date: 5th December 2025 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. #J-18808-Ljbffr