Customer Care Manager
Redhill
South West Water – South West Water - Customer - Customer Care & Operations /
Permanent full-time /
Hybrid
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 opportunity for a Customer Care Manager to join our team based in Redhill. Joining us on a full-time permanent basis, you will receive a competitive salary of a £59,000 per annum plus excellent benefits.
The Customer Care Manager is a key operational role reporting into the Head of Customer Care & Operations, responsible for managing the Billing Customer Care function for SES, ensuring exceptional service delivery, first-contact resolution, and continuous improvement. Drive team performance, collaborate with offshore partners, and contribute to strategic customer care initiatives.
What you’ll be doing:
- Lead and manage daily operations of the Billing Customer Care team.
- Drive customer satisfaction and first-contact resolution.
- Coach and develop high-performing teams.
- Collaborate with offshore partners for seamless service delivery.
- Monitor KPIs and implement performance improvements.
- Ensure compliance with governance and regulatory standards.
- Support incident management and crisis communication.
- Promote wellbeing, engagement, and recognition.
- Contribute to strategic projects and initiatives.
What we are looking for:
- Proven leadership experience in customer service or contact centre environments.
- Strong operational and performance management skills.
- Experience handling billing inquiries and optimising customer journeys.
- Excellent communication and stakeholder engagement abilities.
- Ability to lead and collaborate across teams and locations.
- Knowledge of regulatory compliance and incident response.
- Passion for customer experience and continuous improvement.
- Degree or equivalent experience in Business, Customer Service, Operations, or related field.
- Familiarity with CRM systems, reporting tools, and workforce management platforms.
- Strong analytical and problem-solving skills.
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. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. 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: 3 October 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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.
