Customer Contact Manager - Wholesale

Job Type:
Job Sector:
Customer Service
South West
£25,000 to £25,000 per annum
Salary Description:
£25000 - £25000 Per Annum + Benefits
Job Ref:

Are you a highly experienced customer service professional looking for a new challenge?

South West Water provide reliable, efficient and high-quality drinking water and waste water services throughout Cornwall, Devon, and parts of Somerset and Dorset. We believe that by investing in the future of our region, we are not only improving the quality of life for today's residents and visitors but are also taking responsibility for future generations. Our aim is to continually drive up standards, particularly in the areas that matter most to our customers and be amongst the best in the water industry.

An exciting opportunity has arisen to join one of the South west's leading employers as a Customer Contact Manager for our Wholesale team in Exeter.

You'll be working in the Wholesale Contact Centre within the Domestic Customer Services function of South West Water. This is a busy, fast paced environment, where no two days are the same. We manage a range of customer queries and reports of leaks.

What will you be doing?

As Customer Contact Manager, you will be primarily responsible for leading a team of five Contact Team Managers and supporting the Wholesale Manager in the delivery of customer experience excellence and driving performance in line with priorities and targets within the Wholesale Team.

You will be responsible for delivering an excellent service for customers, achieving results through leading your team of managers. The objective of the team is to resolve all customer requests, problems and queries quickly and efficiently at the first point of contact.

Development of our people is very important to us and you will be responsible for ensuring that your team have the skills, knowledge and experience needed to deliver as expected.

You will take part in the Wholesale Team standby rota and act as the Lead when managing operational events in-hours, and out of hours when on standby.

Due to the nature of the role, you will be required to be flexible and provide reasonable support outside of your standard working hours to the business when needed, for which you will be paid.

What do you need?

- Managerial experience in an Operational or Customer Service environment
- Experience in utility background would be advantageous
- Ability to motivate yourself and others to achieve team and departments objectives
- Experience of managing performance levels and service improvement techniques
- Proficient in the use of MS Office and confident when using IT
- Effective communication skills, both written and verbal, with the ability to articulate and explain complex information to others.
- Effective influencing and negotiating skills

What can South West Water do for you?

In return for your hard work, we can offer salary starting of £25,000 per annum depending on skills and experience.

We also offer a range of benefits which includes 25 days annual leave per year, onsite parking, a subsidised restaurant and Costa Coffee onsite. We also provide access to our Share Incentive Plan and the Bupa Rewards System.

You will be on a standby rotation, on a 1 in 9 basis - which offers extra earnings of up to c£1,400 per annum.

This is an exciting opportunity to work in a challenging and stimulating environment, providing excellent service to our customers.

If you have the customer service and management skills to excel as our Customer Contact Manager, apply today!

No terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status.

Contact Details:
Tel: 02392856811
Contact: Lucy Hudson

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