Customer Team Manager - Integrated Delivery Services

Company: Northumbrian Water Group plc
Location: Washington
Posted on: May 28, 2025

Job Description:

Customer Team Manager - Integrated Delivery ServicesSalary up to -41,833 per year (depending on experience)Location: Washington, Tyne and WearAbout the roleWe have an exciting opportunity for a Customer Team Manager within NWG's Integrated Delivery Services Planning and Performance team. You will lead a high-performing team across two regions, supporting property developers through the construction journey of new connections to the freshwater network.You will collaborate with various business areas and contractor partners. The processes managed are highly regulated (DMEX and CMEX) and impact overall business performance.As Customer Team Manager, you will foster a performance optimization culture and be accountable for your team's overall performance, ensuring outstanding service delivery with a focus on first contact resolution and collections across all channels.About youIf you have experience leading high-performing teams in customer service, we want to hear from you. You should be resilient, proactive, and able to create an environment that empowers customer-centric decision-making, innovation, and change support.Excellent communication skills, both written and verbal, and the ability to build strong stakeholder relationships are essential. A good understanding of the regulatory landscape, including C-MEX, D-MEX, R-MEX, ODIs, PCs, GSS, and external agencies like OFWAT, CCWater, the EA, and the DWI, is preferred.Passion for continuous improvement, efficiency, technology, and attention to detail are important. Regular travel to Essex and Suffolk Water sites will be expected.We value Diversity, Inclusion, and Equity and encourage all colleagues to bring their authentic selves to work.Our networks include Rainbow Support Network, REACH, WiSTEM, and Thisability, providing safe spaces for diverse colleagues.We are an equal opportunity employer and support rehabilitation of offenders, considering only candidates with certain unspent convictions.About usNWG aims to be a great place to work, embracing diversity and inclusion. We encourage applications from those with some of the listed skills. Our purpose is to care for communities and the environment by providing reliable water and wastewater services.Our core values include being Results Driven, Ethical, Customer Focused, Innovative, and One Team.Our benefits include holiday entitlement, pension scheme, discounts, wellbeing support, sustainable travel options, financial wellbeing support, development opportunities, and professional subscriptions.
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Keywords: Northumbrian Water Group plc, Frederick , Customer Team Manager - Integrated Delivery Services, Executive , Washington, Maryland