Customer Services Manager

Powered by Water, Driven by Purpose At Bristol Water, we've been serving generations of families since 1846. Ensuring people in our communities have access to healthy water is paramount, which is why we work around the clock testing our water hundreds of times a day.

We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career. Ready to make a splash? Join our team today. The Role As Customer Services Manager, you will lead a team of customer service professionals responsible for delivering exceptional service to our customers while achieving key operational, customer, and regulatory performance measures.

You will provide strong leadership, coaching, and direction to frontline teams, ensuring workloads are effectively managed, service levels are achieved, and customer issues are resolved efficiently. You will also play a key role in driving continuous improvement, embedding change, and ensuring compliance with regulatory requirements including OFWAT standards, C-MeX, B-MeX, R-MeX and Guaranteed Standards of Service (GSS).

This role offers an exciting opportunity to influence customer outcomes, shape and design operational processes , and develop high-performing teams within a regulated and customer-centric environment. Key Responsibilities Team Leadership & People Management Lead, motivate and develop frontline customer service teams.

Conduct regular one-to-ones, coaching sessions and performance reviews. Support employee development and career progression. Manage employee relations, attendance, conduct and performance matters where required. Create a positive, engaged and high-performing team culture.

Customer Service & Operational Excellence Ensure work queues are effectively managed and service level agreements are achieved. Act as an escalation point for complex customer cases and complaints. Drive a "right first time" culture to improve first-contact resolution and reduce repeat customer contact.

Ensure customers consistently receive high-quality service and support. Monitor and improve customer experience performance measures. Performance & Continuous Improvement Analyse performance data and identify opportunities for improvement.

Conduct root cause analysis to understand customer contact drivers and implement sustainable solutions. Lead and embed operational and process improvements. Ensure repo...

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