Customer Services Manager

Customer Services Manager Bristol, England

Bristol Water
Full Time Bristol, England 38070 GBP ANNUAL Today
Job description

We have a great opportunity for a 12-month fixed term Contract for an Customer Services Manager.

What will you be doing?

The role is responsible for managing the Customer Services team, the operational running of the contact centre and managing the assurance process that is required to meet OFWAT, CMeX and GSS requirements. The role will be required to work closely with all teams across the Customer Hub to maximise productivity and performance through continuous improvement, cross skilling, and process refinement. This is in line with the business blueprints. The role will also be responsible for managing and leading change so that a multi-skilled function can be established and maintained in the customer hub.

Within this role you will manage a team of 16 employees who are in the Customer Services team.

Day to day you’ll be…


  • Conducting 121’s, supporting personal development, implementing performance management when/if needed, absence management and ,conducting recruitment
  • Working closely with peers to manage change so a multi-skilled function can be established and maintained in the customer hub.
  • Leading and managing the team to work towards delivering the business performance commitments for customer satisfaction and to respond to customer contacts through various channels.
  • Promoting regulatory compliance in relation to consumer related requirements, e.g CMeX, GSS
  • Handling customer contact when needed to avoid escalations where possible.
  • Driving a ‘right first-time attitude’ and working collaboratively.
  • Managing the GSS, Customer Promise and payments obligations.
  • Representing at various external meetings
  • Responsible for the admin of the CRM system including testing and training
  • Manage the customer relations and outbound communication during renovation schemes.


What we’re looking for...


  • Strong leadership skills
  • Excellent communication skills with a high level of verbal and written fluency
  • Strong interpersonal and communication skills (written, oral, and formal presentation) with all levels in the organisation.
  • Excellent at managing and implementing change.
  • Building and maintaining relationships with internal and external stakeholders
  • Ability to multi-task and manage priorities to meet business needs and meet deadlines.
  • Problem solving skills.
  • Experience of dealing with individuals at all levels within an organisation


Importantly, you will need to demonstrate our core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.

What’s in it for you?

As well as a friendly, supportive working environment and opportunities for development, the role also offers:


  • 10% bonus opportunity
  • 27 days holiday, plus bank holidays (you can also buy/ sell up to 5 days)
  • Pension: We put in 8% if you put in 4%
  • Flexible, supportive friendly working environment
  • Access to flexible benefits and discounts via our portal
  • Free onsite parking when you’re in the office

Customer Services Manager
Bristol Water

www.bristolwater.co.uk
Bristol, United Kingdom
Mel Karam
$100 to $500 million (USD)
501 to 1000 Employees
Company - Private
Energy & Utilities
1846
Related Jobs

All Related Listed jobs

Kitchen Assistant
MHA Bolton, England 10 GBP HOURLY Today

Basic cooking and cleaning skills are essential along with respect for older people. As part of a dedicated team, you'll help prepare and serve meals for

support specialist
First North Law Whitby, England 12.379807692307692 - 11.789903846153846 GBP HOURLY Today

Care Professional - North Yorkshire

Locations: Whitby

Hours: Full and Part-time hours available

Pay Rate: up to £11.39 per...

validation engineer
Premier Care Industries Hauppauge, NY 93282 - 66410 USD ANNUAL Today

Exciting opportunity for a Validation Engineer in a fast-growing, disposable consumer products company, located on Long Island,...

Graduate Administrator – Human Resources
Westminster Forum Projects Bracknell, England 23204 - 32919 GBP ANNUAL Today

This is a busy role and so the ability to manage your own workload whilst maintaining accuracy during busy periods is essential.

customer relations
UK Coaching Leeds, England 23500 - 23000 GBP ANNUAL Today

Main Purpose of the Role:

To work as a member of the Customer Care team to provide administration and telephone support for customer...