Lead Operational Customer Services Manager

Lead Operational Customer Services Manager

At Bristol Water we've been making people healthier and the economy stronger since 1846. We've served generations of families and will serve generations to come.

We're here to have a positive impact on people and the planet for generations. We don't just give people water - we keep them healthy and help them grow. We work around the clock, testing our water hundreds of times every day.

We take this same view with our 600 employees, we don't just give them jobs in water, we keep them healthy and help them grow.

We're one of the smallest water companies in the UK. Being small means we're nimble and can achieve things quickly for our customers and our people.

But while we're small, we're also part of a larger family. In June 2021 we became part of the Pennon group, which also owns South West Water and Bournemouth Water.

This means that as part of our team, you'll get the best of both worlds – the dynamism and fast pace of a smaller company, along with the security and breadth of opportunity that comes with being part of a large organisation.

What You Will Be Doing:

As the Lead Operational Customer Services Manager you will be responsible for managing, leading and developing teams within our Customer Hub. These teams include Operational Customer Services, New Supplies, Digital Communications, Supply Queries, Wholesale Services and Customer Care. You will also be deputy to the Head of Customer Hub and will be required to contribute and support the strategic plans for the delivery of key business priorities.

Maximising resources efficiently across the teams in the Customer Hub by establishing ways for them to be multi-skilled and work towards efficiency savings in line with the business needs.

Manage the end-to-end process of all customer journeys.

Understand compliance for Wholesale Services.

Identify solutions and be accountable for the governance and implementation of them throughout the teams to allow Customer Hub to work in line with the business blueprints including Customer, planning and scheduling, Streetworks and our delivery partners.

Implement continuous improvement across the teams.

Manage the ICS ServiceMark programme with the ambition to reach distinction.

Collaborate with the Senior Planning and Scheduling Manager and our Delivery Partners to ensure work-banks are managed and coordinated to maximise the delivery of C-MeX, D-MeX, Water UK and R-MeX measures.

Be part of the governance of any changes to operational processes between the Planning team and our delivery partners to ensure the process is not only efficient but is cost effective (or cost reduced) whilst maximising customer excellence.

What We Are Looking For:

Excellent 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 skills at managing change

Key influencer of stakeholders across the business

Experienced at managing customer teams through change

Ability to multi-task and manage priorities to meet business needs and meet deadlines.

Planning, project management and problem-solving skills

Experience of dealing with individuals at senior level within an organisation

What's In It For You?

As well as a great opportunity to develop, make your mark, in a local company, the role also offers:

Up to 15% annual bonus

27 days holiday, plus bank holidays

Entry into the company pension scheme

Flexible, supportive friendly working environment

Access to flexible benefits and discounts

Opportunity for some home working

Onsite parking, when you're in the office

£55,000 - £60,000 a year

Closing Date: Friday 3rd October

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.