Customer Care, Wholesale Services and Supply Queries Manager
Bristol, England
Bristol Water – Distribution /
Fixed Term Contract /
Hybrid
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.
About The Role:
Are you looking for a challenging and exciting role within Customer Care that will allow you to affect real change and make a tangible difference in a busy and dynamic Customer Hub?
Working on a 12-month FTC basis, you will be responsible for managing the end-to-end processes for Wholesale Services, Supply Queries and Customer Care. You will work closely with all teams across the Customer Hub with the aim of maximising productivity and performance through continuous improvement, cross skilling and process refinement. Managing change to deliver a multi-skilled workforce within the Customer Hub will also fall under your remit.
What You'll Be Doing:
- Employee management including 121s, supporting personal development, absence management and implementing performance management when and if needed.
- Reporting on performance across all areas within your remit.
- Daily management of customer complaints ensuring internal performance measures are achieved.
- Understanding the root cause of complaints and ensuring the implementation of changes to reduce their volume.
- Managing the Pelican relationship regarding supply queries to ensure the quick resolution of customer information issues for billing.
- Increasing data accuracy by process refinement and continuously carrying out root cause analysis around billing issues.
- Managing and monitoring Wholesale processes to ensure they comply with the Market (MPS) and Operational (OPS) SLAs and are delivered as efficiently as possible to maintain a leading position.
What We're Looking For:
- Strong leadership skills
- Proven track record of managing and implementing change
- Strong knowledge and understanding of the Non-Household Market
- Strong interpersonal and communication skills (written, oral, and formal presentation) with all levels in the organisation
- The ability to multi-task and manage priorities to meet business needs and meet deadlines
- Problem solving skills
- Commercial focus and the ability to challenge others constructively.
What's In It For You?
- £41,295 per annum
- 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
£41,295.37 - £41,295.37 a year
Closing Date: 7th October 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.
