Customer Call Centre Manager
South West Water
Full-time
On-site
Exeter, United Kingdom
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have an exciting opportunity for a Customer Call Centre Manager to join our team based in Exeter. Joining us on a full-time, on site, permanent basis, including senior leadership operational standby, you will receive a competitive salary starting from £46,000 per annum plus excellent benefits.
The role
As Customer Call Centre Manager, you will be accountable for the end-to-end delivery of customer service, driving performance to provide high-quality care to South West Water and Bournemouth Water customers.
You will manage multiple teams to deliver a simple, low-effort, efficient, and effective service across all customer contact channels. Ensuring team members embody the company’s core values, you will promote a positive and productive working environment while maintaining high customer satisfaction levels.
This is an excellent opportunity to influence the overall customer care strategy and implement continuous improvements through data-driven insights, aligning with the organisation’s strategic priorities and achieving strong results measured by the Ofwat Customer Measure of Experience (C-MeX).
What you’ll be doing:
- Lead and manage multiple teams to consistently deliver high-quality customer service aligned with organisational performance commitments, including ODI C-MeX standards.
- Champion employee development through targeted training, succession planning, and building a resilient, multi-skilled, customer-focused team.
- Continuously monitor and assess team performance against KPIs and service standards, driving improvements through feedback and coaching.
- Foster a culture of excellence, collaboration, and continuous improvement while building strong professional relationships across Pennon Group and with external stakeholders.
- Oversee timely and thorough management of customer contacts across all channels, using strong communication and negotiation skills to resolve complex issues and reduce unwanted contacts through analysis and process improvements.
- Ensure compliance and audit commitments for all customer journeys, maintaining consistent governance aligned with SWW/BW policies, procedures, and financial management.
- Lead initiatives that enhance employee engagement, motivation, and wellbeing—measured by the Great Place to Work Survey—while ensuring health and safety for all office and field-based employees.
- Manage operational performance including productivity, first response, and resolution times, and oversee daily quality, coaching, calibration, and training for offshore partner TCS to meet or exceed targets.
What we’re looking for:
- Proven experience in customer care, managing multiple teams and disciplines effectively.
- Strong leadership, coaching, and interpersonal skills.
- Excellent problem-solving and analytical abilities, with experience managing customer service KPIs and performance metrics to drive results.
- Solid understanding of regulatory requirements related to customer service.
- Educated to degree level or Level 5 equivalent through training or experience.
- Skilled at interpreting data to deliver targeted process and people improvements for step-change results.
- Confident, collaborative, and proactive leader able to translate strategies into clear, actionable plans.
- Excellent verbal and written communication skills with all stakeholders, including senior and executive managers.
- Ideally experienced in regulated environments with a proven track record of engaging external stakeholders.
What's in it for you:
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us.
- In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing date: 28th September 2025
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.