Customer Services Manager

Powered by Water, Driven by Purpose

At Bristol Water, we’ve been serving generations of families since 1846. Ensuring people in our communities have access to healthy water is paramount, which is why we work around the clock testing our water hundreds of times a day.

We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash?

As Customer Services Manager, you will lead a team of customer service professionals responsible for delivering exceptional service to our customers while achieving key operational, customer, and regulatory performance measures.

You will provide strong leadership, coaching, and direction to frontline teams, ensuring workloads are effectively managed, service levels are achieved, and customer issues are resolved efficiently. You will also play a key role in driving continuous improvement, embedding change, and ensuring compliance with regulatory requirements including OFWAT standards, C-MeX, B-MeX, R-MeX and Guaranteed Standards of Service (GSS).

This role offers an exciting opportunity to influence customer outcomes, shape and design operational processes, and develop high-performing teams within a regulated and customer-centric environment.

• Lead, motivate and develop frontline customer service teams.
• Conduct regular one-to-ones, coaching sessions and performance reviews.
• Support employee development and career progression.
• Manage employee relations, attendance, conduct and performance matters where required.
• Create a positive, engaged and high-performing team culture.

• Ensure work queues are effectively managed and service level agreements are achieved.
• Act as an escalation point for complex customer cases and complaints.
• Drive a "right first time" culture to improve first-contact resolution and reduce repeat customer contact.
• Ensure customers consistently receive high-quality service and support.
• Monitor and improve customer experience performance measures.

• Analyse performance data and identify opportunities for improvement.
• Conduct root cause analysis to understand customer contact drivers and implement sustainable solutions.
• Lead and embed operational and process improvements.
• Ensure reporting is accurate, timely and supports informed decision-making.
• Drive productivity through coaching, cross-skilling, training and process refinement.

• Build strong relationships across operational and corporate teams.
• Collaborate with internal stakeholders to deliver business objectives.
• Represent Bristol Water in meetings with external stakeholders where required.
• Work closely with regulators, industry bodies and service partners.

• Promote and maintain compliance with regulatory requirements.
• Support assurance processes relating to customer service and performance obligations.
• Ensure operational activities align with company and industry standards.

• Proven experience leading customer service or operational teams in a fast-paced environment.
• Strong people leadership skills with the ability to motivate and develop teams.
• Experience managing performance, attendance and employee relations matters.
• Excellent communication and stakeholder management skills.
• Experience leading change…