Customer Service Improvement Manager
| Dyddiad hysbysebu: | 04 Rhagfyr 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £35-40k DOE |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 03 Ionawr 2026 |
| Lleoliad: | Walsall, WS2 7PD |
| Cwmni: | South Staffs Water |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 128 |
Crynodeb
Job Advert
Customer Service Improvement Manager
Location: Green Lane, Walsall
Salary: £35,000–£40,000 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: £35,000–£40,000 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)
Customer Service Improvement Manager
Location: Green Lane, Walsall
Salary: £35,000–£40,000 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: £35,000–£40,000 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)