Customer Supplies Team Manager
Full Time – 37 hours per week
Permanent
Salary – from £38,080 to £44,800 depending on experience.
Location – Hanningfield, Chelmsford
About the role
We’re looking for an inspiring, people-focused leader to join our Water team as a Customer Supplies Team Manager. In this role, you will lead and develop a high-performing Customer Side Leak Team, ensuring we deliver exceptional, reliable service to every customer.
You will be responsible for both team performance and customer outcomes, creating an environment where colleagues feel supported, motivated, and empowered to deliver their best. Through strong leadership, coaching, and development, you will drive high performance and continuous improvement, using insight and data to enhance operational efficiency and improve the overall customer journey preventing problems before they escalate while also working closely with service partners and managing budgets effectively to ensure resources are used efficiently and deliver maximum value.
A key part of the role involves managing complex and sensitive customer interactions. You will oversee the handling of customer complaints, ensuring they are resolved promptly, fairly, and with empathy, always maintaining a strong focus on delivering excellent customer service. Where necessary, you will represent the business in attending local authorities to obtain warrants, ensuring all activity is carried out professionally, compliantly, and in line with regulatory requirements.
Working closely with colleagues across the organisation, you will build strong relationships to resolve complex issues and identify opportunities to improve how we support our customers. By analysing performance data and customer feedback, you will tackle root causes and help shape meaningful improvements that support our ambition to be the national leader in sustainable water services.
Just as importantly, you’ll champion a culture where safety, wellbeing and inclusion come first, ensuring everyone feels supported, empowered and able to do their best work.
About you
You’re an enthusiastic and engaging leader who is passionate about delivering outstanding customer service. You have experience leading teams in a fast-paced environment and know how to motivate people to perform at their best while maintaining a supportive and positive culture.
You’re confident using performance insights and data to understand what’s happening across your team, identify opportunities for improvement and take action to drive results. With excellent communication skills, you build strong relationships with colleagues and stakeholders and are comfortable influencing and collaborating across teams.
You bring a proactive, solutions-focused mindset and enjoy coaching and developing others so they can reach their potential. You’re also comfortable managing competing priorities while keeping a clear focus on delivering great outcomes for customers.
Ideally, you’ll also have an understanding of the regulatory environment within the water industry and how customer performance measures shape the services we provide.
Here at Essex & Suffolk Water / Northumbrian Water (NWG Group), Diversity, Inclusion and Equity means bringing your full self to work. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within all our teams, structures and organisation.
About us
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.
We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply
NWG at a glance:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
Our benefits
We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:
- Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
- Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
- Free access to local attractions.
- A fantastic discount scheme, with savings on days out, shopping, travel and more.
- Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
- Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
- Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
- Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
