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- Tasks: Lead a team to manage customer contacts and ensure top-notch service delivery.
- Company: Join a dynamic organisation focused on customer satisfaction and team performance.
- Benefits: Competitive salary, generous leave, flexible working, and wellness programmes.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: 3rd Level Qualification and relevant management experience required.
- Other info: Enjoy hybrid working options and a supportive work environment.
The predicted salary is between 35354 - 47138 £ per year.
The Contacts Team Manager will ensure that all written billing contacts are investigated, case-managed and responded to on a daily basis in accordance with DG6 service level agreements and other regulatory targets.
Candidates MUST be able to demonstrate in their application and where necessary at interview that they meet the following essential criteria:
- 1. Have a 3rd Level Qualification (HND/HNC/Degree) and a minimum of 2 years’ experience in a Contacts Team Management Role, or equivalent in a Contacts Team Supervisory Role, within a regulated, target-focused environment – with an understanding of the key tasks involved in managing the performance of teams and individuals. OR Have a minimum of 4 years’ experience in a Contacts Team Management role, or equivalent in a Contacts Team Supervisory role, within a regulated, target-focused environment - with an understanding of the key tasks involved in managing the performance of teams and individuals.
- 2. Practical experience of providing policy interpretation and guidance to resolve escalated or complex customer contacts within a large-scale organisation.
- 3. Experience of contribution to the development of new or improved processes with regards to customer service and contact handling.
- 4. Competent in MS Office applications, including Excel & Word with experience of interpreting customer contact data and trend analysis and producing & presenting reports to Senior Management.
- 5. Highly proficient in interrogating and administering Customer Relationship Management/Billing systems.
What is on Offer
Salary: This Band 5 role offers a competitive remuneration package with a salary scale of £35,354 to £47,138 per annum (pay award pending).
Location: Westland, 40 Old Westland Road, Belfast, BT14 6TE.
What we Offer:
- Generous annual leave and public/privilege holidays
- Flexible working and family friendly policies
- Hybrid Working (applicable to some of our roles after three months following onboarding and training)
- Occupational sick pay
- Employee assistance programmes
- Cycle to work scheme
- One of the largest corporate volunteering schemes in NI
- Award winning health and wellbeing programme which focuses on supporting four key area of employee health; Physical, Mental, Social and Financial
How to Apply: To submit your application, please click the APPLY icon. For additional information about the role please download a Candidate Brief below.
Closing date for submission of Applications: Monday 13th April 2026 at 10.00am
Interview dates (week commencing): Monday 20th April 2026
Contacts Team Manager (Fixed-term for 6 months) in Belfast employer: NI Water
Contact Detail:
NI Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contacts Team Manager (Fixed-term for 6 months) in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Contacts Team Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Brush up on your knowledge of customer service processes and be ready to discuss how you've improved team performance in the past. We want to see your experience shine through!
✨Tip Number 3
Showcase your data skills! Be prepared to talk about how you've used MS Office, especially Excel, to analyse customer contact data. Bring examples of reports you've created that helped drive decisions in your previous roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team and ready to take on the challenge of managing contacts effectively.
We think you need these skills to ace Contacts Team Manager (Fixed-term for 6 months) in Belfast
Some tips for your application 🫡
Show Off Your Experience: Make sure to highlight your relevant experience in Contacts Team Management or Supervisory roles. We want to see how your background aligns with the essential criteria, so don’t hold back on those details!
Be Specific About Your Skills: When you mention your skills, especially with MS Office and CRM systems, give examples of how you've used them in past roles. This helps us understand your proficiency and how you can contribute to our team.
Tailor Your Application: Take a moment to tailor your application to the job description. Use the same language and focus on the key tasks mentioned. This shows us that you’ve done your homework and are genuinely interested in the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it keeps everything nice and organised on our end.
How to prepare for a job interview at NI Water
✨Know Your Stuff
Make sure you brush up on your knowledge of the key tasks involved in managing a Contacts Team. Be ready to discuss your experience in a regulated, target-focused environment and how you've successfully managed team performance.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've provided policy interpretation and guidance for complex customer contacts. Think of specific situations where you resolved escalated issues and be ready to share those stories during the interview.
✨Data is Your Friend
Since the role requires interpreting customer contact data, come prepared with examples of how you've used MS Office applications, especially Excel, to analyse trends and produce reports. Highlight any experience presenting this data to senior management.
✨Process Improvement Mindset
Be ready to discuss any contributions you've made towards developing new or improved processes in customer service and contact handling. This shows that you're proactive and focused on continuous improvement, which is crucial for the role.