Senior Manager, Call Center and Provider Solutions – Call Center Sales Analytics
AssistRx
Customer Care Manager
South West Water
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £59,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead and manage daily operations of the Billing Customer Care team
- Manage the Billing Customer Care function for SES, ensuring exceptional service delivery and first-contact resolution
- Drive team performance, coach and develop high-performing teams
- Collaborate with offshore partners for seamless service delivery
- Monitor KPIs and implement performance improvements
- Ensure compliance with governance and regulatory standards
- Support incident management and crisis communication
- Promote wellbeing, engagement, and recognition across the team
- Contribute to strategic projects and customer care initiatives
- Report into the Head of Customer Care & Operations
Requirements
- Proven leadership experience in customer service or contact centre environments
- Strong operational and performance management skills
- Experience handling billing inquiries and optimising customer journeys
- Excellent communication and stakeholder engagement abilities
- Ability to lead and collaborate across teams and locations
- Knowledge of regulatory compliance and incident response
- Passion for customer experience and continuous improvement
- Degree or equivalent experience in Business, Customer Service, Operations, or related field
- Familiarity with CRM systems, reporting tools, and workforce management platforms
- Strong analytical and problem-solving skills
- Successful candidate will be subject to a mandatory DBS check as part of the onboarding process
