At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service.
- Company: SES Water, committed to providing clean water and a greener future.
- Benefits: Competitive salary, annual bonus, healthcare benefits, and employee discounts.
- Other info: Join a diverse culture that values inclusion and continuous improvement.
- Why this job: Make a real impact on customer experience while developing a high-performing team.
- Qualifications: Experience in team leadership and strong customer service skills required.
The predicted salary is between 34000 - 34000 £ per year.
Powered by Water, Driven by Purpose SES Water has a rich history of serving communities in the South East of England. Water plays an important role in our lives, which is why we’re committed to supplying our customers with access to 160 million litres of safe, reliable, clean water every 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 support 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? Join our team today.
Lead a team. Raise performance. Deliver exceptional customer service. At SES Water, our customers are at the centre of everything we do. We're looking for an experienced Customer Service Team Leader who can inspire people, drive performance and create a culture where great customer service comes naturally. This is a fantastic opportunity for a strong people leader who thrives in a fast-paced contact centre environment and enjoys developing teams to achieve their full potential.
Reporting to the Performance Manager, you'll lead a team of Customer Care Advisors, ensuring they deliver excellent service, meet key performance measures and provide positive outcomes for every customer interaction.
What you'll be doing:
- Leading, coaching and developing a team of Customer Care Advisors
- Driving performance against customer satisfaction, quality and SLA targets
- Conducting regular 1:1s, coaching sessions and quality reviews
- Managing customer escalations and supporting complaint resolution
- Creating a positive, high-performing and engaged team culture
- Supporting customers with billing enquiries, account management, home moves and service-related queries
- Ensuring vulnerable and financially struggling customers receive the right support
- Working closely with colleagues across the business to improve customer outcomes
- Identifying opportunities to improve processes, service delivery and team performance
- Supporting day-to-day people management and performance conversations
What we're looking for:
We’re looking for a leader who knows how to get the best from people whilst keeping the customer at the heart of every decision.
Essential:
- Previous Team Leader experience within a contact centre environment
- Proven experience coaching, developing and motivating teams
- Strong customer service and operational management skills
- Experience managing performance and delivering results
- Excellent communication and stakeholder management skills
- Ability to make decisions, solve problems and work at pace
- GCSE Maths and English (or equivalent)
Desirable:
- Utilities or water industry experience
- Credit, collections or billing knowledge
- Experience supporting vulnerable customers
- Experience writing customer communications
Why join SES Water?
This is more than a Team Leader role. It’s an opportunity to make a real impact on the customer experience while developing a high-performing team. You’ll join a business that values continuous improvement, invests in its people and gives leaders the opportunity to influence change and drive results. If you’re an engaging leader with a passion for customer service and a track record of building successful teams, we’d love to hear from you.
Ready to make a difference? Join us as our Customer Service Team Leader and help create a workplace where people thrive. We believe in rewarding our people for their hard work and dedication.
As our Customer Service Team Leader, you’ll enjoy:
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you plan for your future
- Healthcare Benefits – Access to employee assistance programs
- Employee Discounts – On various products and services
- Annual Leave – Take time to recharge with our holiday entitlement
Closing Date: 14th August 2026. We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible. Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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 every day. Be yourself and make your mark in your individual way.
- Be the Future - Embrace change. Drive Progress. Own the challenge.
Customer Service Team Leader in Redhill employer: SES Water
At Bristol Water, we pride ourselves on being an exceptional employer, offering a collaborative and purpose-driven work culture that prioritises the health of our communities and the environment. Our commitment to employee growth is evident through our diverse career opportunities and support for continuous learning, all while working in the vibrant city of Bristol, where you can enjoy a fulfilling career in water quality science alongside a passionate team dedicated to making a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Redhill
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SES Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SES Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Redhill
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SES Water:Your cover letter is your chance to shine! Tell us why you want to work at SES Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SES Water!
How to prepare for a job interview at SES Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
