Customer Care Delivery Manager

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Customer Care Delivery Manager

Apply locations Henderson House time type Full time posted on Posted 2 Days Ago time left to apply End Date: April 15, 2025 (18 days left to apply) job requisition id R29405

Location: Huntingdon
Contract: Permanent
Salary: Depending on skills and experience

At Anglian Water, our values are that together, we will: Build trust, do the right thing, and we are always exploring.

Who We Are

The Integrated Metering Alliance (IMA) is a dynamic team that provides new and replacement meters, leads water-saving initiatives, and develops innovative ways to better serve our customers. As part of Anglian Water, IMA offers a wide range of roles and opportunities, from operational frontline work to project management, data analysis, and more.

IMA operates as part of the Embedded Alliance within Anglian Water, working alongside partner organisations to share expertise and ensure the best person and team is assigned to every task. If you're eager to join a team that’s rapidly expanding, filled with growth and networking opportunities, and committed to excellence, we want you to join us.

What Will You Be Doing as a Customer Delivery Manager?

This pivotal role within the IMA OMC management team is responsible for overseeing all Customer Contact within Metering, ensuring high levels of customer care for Metering, Smart Metering, and NHH. You will be accountable for managing all customer care activities, striving for 100% customer satisfaction and service levels. You will line manage the Customer Care Advisors within the team and manage customer contact through multiple channels.

You will ensure all customer contact and complaint handling activities are handled efficiently to maximise customer experience and support the successful completion of workstreams. By identifying enabling activities, you’ll ensure delivery of work is completed right the first time and reduce rework. This role will be integral in ensuring IMA meets its ODI obligations, particularly focusing on CMEX and RMEX, and effectively managing customer expectations and promises related to work completion.

Your leadership and managerial experience will be key in coaching your team to deliver exceptional service, while keeping up to date with new technology and processes. You will work closely with Resource and Planning to help meet the required results and contribute to overall IMA success.

You will be an expert in utilizing systems such as SAP, Oracle, and Puzzel to manage customer requirements and enhance processes, ensuring we provide top-notch service at every step.

What Attributes Are Required?

• Strong leadership and coaching skills
• Proven ability to manage customer contact and complaint handling efficiently
• Experience in driving performance improvement and customer satisfaction
• Ability to manage a dynamic team, adapting to changing priorities
• Expertise in using systems such as SAP, Oracle, and Puzzel to optimise processes
• Ability to manage customer expectations and meet service obligations (CMEX, RMEX)
• Excellent communication and interpersonal skills to engage with both internal and external customers

A Little Bit About Your Skills, Experience, and Behaviours…

• Demonstrable experience in a managerial or leadership role within a customer-focused environment
• Strong ability to analyse data and provide continuous performance improvement feedback
• Excellent stakeholder management skills, able to build strong relationships across teams
• Experience in managing and coaching a team, ensuring high levels of performance and development
• Knowledge of Metering and the operational impact on KPIs and ODIs
• Ability to drive change and implement process improvements

Why Anglian Water?

At Anglian Water, our people are at the heart of everything we do. We believe in rewarding and recognising the excellent work of our team, and we offer a comprehensive benefits package, including:

• Bonus scheme
• Private health care
• Competitive pension scheme
• Up to 26 days annual leave, increasing with length of service
• Flexible benefits to support your wellbeing
• Inclusion is for everyone

We are an equal opportunity employer and consider all suitably qualified applicants, regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We focus on merit and a passion for creating better outcomes, and we are committed to fostering an inclusive environment where all colleagues feel they belong.

If you believe this is the next step in your career, apply today!

Closing Date: 15th April 2025
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About Us

We are committed to reflecting the diversity of the communities we serve in both our workforce and our supply chain partners to help us to understand and meet the needs of our customers. We are passionate and dedicated to the learning and development of our people, making sure they have the right skills and knowledge to be successful and to help achieve their potential.

We want to give everyone equal access to our recruitment process. If you have a disability or long-term condition, including neurodiversity and mental health conditions, we’ll support you throughout your application, and make any adjustments to make sure your disability or long-term condition is not a barrier to recruitment.

To apply, you’ll need your up-to-date CV, we also recommend uploading a cover letter – tell us what has made you apply and what skills you can bring to the position. We will be in touch after your application has been reviewed, following the closing date.

If you are offered a job with us, you’ll be subject to the relevant employment checks for your role, which could include references, driving licence check, DBS Check as well as your right to work in the UK. More information about how we look after and use your information can be found in our Privacy Notice.

Become a part of Anglian Water’s future and join us on our journey as we live through our values to build trust, do the right thing, and are always exploring, to bring environmental and social prosperity to the region.