Team Manager - Billing Back Office

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At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We're proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we've also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

We're looking for a Team Manager to join our Billing Back Office Team on a 12-month fixed-term contract, based in Exeter.

With a starting salary from £32,267 plus benefits, this is an excellent opportunity to lead and support our Customer Care Representatives (CCRs) in delivering a first-class customer experience.

About the Role

As a Team Manager, you'll play a key part in driving performance, supporting team development, and ensuring high standards of service within our Billing Back Office Team. You'll manage day-to-day operations, monitor service levels, and create an environment where your team can thrive and deliver outstanding results for our customers.

This is a fast-paced and rewarding role where you'll have the opportunity to make a real difference in how we deliver for our customers.

What you'll be doing

• Lead, motivate, and develop a team of Customer Care Representatives (CCRs) to achieve individual and team performance targets.
• Manage daily workloads and ensure service levels and quality standards are consistently met.
• Provide coaching, feedback, and performance reviews to support continuous development.
• Handle escalated queries and complex billing cases, ensuring timely and effective resolution.
• Identify process improvements to enhance efficiency and the overall customer experience.
• Collaborate with other departments to ensure smooth communication and operational success.
• Monitor and report on team performance, identifying trends and opportunities for improvement.

About You

• You'll be a confident and proactive people leader, passionate about delivering great customer service through an engaged and high-performing team.
• We're looking for someone who:
• Has previous experience managing or leading a customer service or back-office team.
• Possesses strong people management, coaching, and communication skills.
• Is highly organised with excellent attention to detail.
• Can analyse data and use insights to drive performance improvements.
• Thrives in a fast-paced, change-driven environment.
• Demonstrates a positive attitude and a focus on solutions.
• Experience in billing, utilities, or a similar industry would be advantageous but not essential.

What We Offer

• At South West Water, we don't all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people's hard work and commitment, we offer an excellent range of benefits:
• Generous holiday allowance plus bank holidays
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• We offer free car parking at the majority of our sites
• Take up to 26 weeks' additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group Plc through our employee share schemes
• We support our people by offering a free, confidential Employee Assistance Programme
• Look after your wellbeing with our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more
• A discretionary Bonus
• Competitive Contributory Pension

How to Apply

If you're ready to take the next step in your career and lead a team committed to delivering outstanding service, we'd love to hear from you.

Apply now and join us in providing a first-class experience for our customers every day.

Closing date: 20th November 2025

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 everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.