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- Tasks: Lead initiatives to enhance customer experience and boost satisfaction scores.
- Company: Join South Staffs and Cambridge Water, a leader in customer service innovation.
- Benefits: Competitive salary, generous holiday, family-friendly leave, and health support.
- Why this job: Make a real impact on customer service for over 1.7 million people.
- Qualifications: Experience in customer service improvement and strong project management skills.
- Other info: Enjoy professional development and a supportive, inclusive work environment.
The predicted salary is between 40000 - 45000 £ per year.
Location: Green Lane, Walsall
Salary: £40,000 - £45,000 DOE
Position: Full-time, occasional travel
Reports to: Head of Customer Experience
Direct Reports: 1
Ready to Transform Customer Experience? Join us at South Staffs and Cambridge Water as we shape the future of customer service. If you’re passionate about driving improvement, influencing change, and making a real impact for thousands of customers, this is your opportunity to lead the way.
About The Role
As Customer Service Improvement Manager, you’ll design and deliver a comprehensive improvement plan for our core customer-facing services. From leak management and service interruptions to proactive communications, you’ll lead initiatives that enhance customer experience, boost satisfaction scores, and ensure regulatory compliance. Acting as a bridge between operational teams, billing services, and senior leadership, you’ll turn insights into action and measurable results.
About Us
South Staffs and Cambridge Water supply over 1.7 million people with clean, reliable water every day. We’re committed to excellence, innovation, and putting customers at the heart of everything we do. Join a team that values trust, respect, responsibility, and diversity, and help us deliver outstanding service in a rapidly evolving industry.
Key Responsibilities
- Develop and deliver a Customer Service Improvement Plan for core water operations.
- Establish performance baselines and set ambitious KPIs.
- Lead cross-functional projects to improve scheduling, live network information, and proactive alerts.
- Chair and manage the Customer Service Steering Committee, driving actionable outcomes.
- Integrate billing and operational improvements into a unified customer experience strategy.
- Monitor progress, report on KPIs, and champion continuous improvement.
What You’ll Need
- Proven experience in customer service improvement, process design, or change management (ideally in utilities or regulated industries).
- Strong project management and stakeholder engagement skills.
- Knowledge of continuous improvement methodologies (e.g., LEAN).
- Ability to interpret data and deliver actionable insights.
- Excellent communication and influencing skills.
- Awareness of regulatory standards (e.g., Ofwat requirements).
- 3–5 years’ relevant experience; project management qualification desirable.
What You’ll Get In Return
- Competitive salary: £40,000 - £45,000 DOE
- 25 days holiday plus bank holidays
- Family-Friendly Leave
- Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.
- Financial & Life Assurance
- Life Assurance cover (role dependant) and a Company Pension Scheme with salary sacrifice options.
- Health & Wellbeing
- Employee Assistance Programme (8 counselling sessions) and 24/7 Virtual GP access for you and your dependents.
- Lifestyle & Perks
- Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.
- Professional Development
- Hands-on training and ongoing career development opportunities
- Inclusion & Belonging
- Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, and more.
- Performance & Recognition
- Annual salary review, Reward & Recognition Scheme, and Long Service Awards.
- Flexibility & Opportunities
- Internal Opportunities, Secondments, Hybrid working (role dependant)
Customer Service Improvement Manager in Walsall employer: South Staffs Water
Contact Detail:
South Staffs Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Improvement Manager in Walsall
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. 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 interviews by researching the company and its values. Understand their customer service approach and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in customer service improvement can make a real difference. Use specific examples from your past roles to show how you’ve driven change and improved customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team and making an impact in customer service.
We think you need these skills to ace Customer Service Improvement Manager in Walsall
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service improvement and project management. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Showcase Your Passion: Let your enthusiasm for transforming customer experiences shine through in your application. We’re looking for someone who’s genuinely excited about making a difference, so share any personal stories or motivations that drive you in this field.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re a great fit for the role!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at South Staffs Water
✨Know Your Stuff
Before the interview, dive deep into the company’s mission and values. Understand their customer service approach and recent initiatives. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in transforming customer experience.
✨Showcase Your Experience
Prepare specific examples from your past roles where you’ve successfully driven customer service improvements or managed change. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewer to see your impact.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about their current challenges in customer service or how they measure success. This not only shows your interest but also gives you valuable insights into the role and the company culture.
✨Be Ready to Discuss KPIs
Since the role involves setting ambitious KPIs, be prepared to discuss how you’ve established and monitored performance metrics in previous positions. Highlight your understanding of continuous improvement methodologies like LEAN, and how you’ve applied them to achieve measurable results.
