Customer Services Manager

Are you a talented leader who is passionate about delivering outstanding customer service? If so, we have a great opportunity for you to join our Developer and Wholesale Services team as Customer Services Manager. 

This is a 15-month fixed-term role. 

What you'll do

Our Developer and Wholesale Services team delivers a diverse set of services to retailers, non-household customers and developers. Working closely with your Team Leaders, you will manage, support and motivate four separate customer-facing teams to deliver exceptional service. 

You will be responsible for enhancing customer satisfaction and meeting all customer and company expectations, including full compliance with relevant regulatory targets. You will cultivate a culture of continuous improvement, utilising data and customer insights to improve processes and systems. 

Away from your day-to-day responsibilities, you'll be working alongside IT to improve our internal systems and with our compliance and performance reporting teams to ensure we meet all our regulatory commitments. 

What you'll need

We are looking for a dynamic individual with proven experience in leading and motivating teams to deliver exceptional customer service.  

You will also have: 

• degree or equivalent, with at least 5 years' experience operating within a regulated utility or customer service environment  
• a strong understanding of customer service techniques and strategies 
• excellent communication and interpersonal skills 
• strong problem-solving and decision-making abilities 
• a high proficiency level using systems and technology 
• strong coaching and mentoring skills 
• an understanding of the water retail market and the codes that underpin the market rules (beneficial)  
• an understanding of the primary legislation and regulations that govern water and wastewater connections (beneficial).

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to sell up to five days of holiday every year.
• The opportunity to buy up to ten days of holiday each year (subject to conditions).
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• Access to an interactive health and wellbeing platform.
• Support from trained mental health first aiders.
• A £1,000 referral fee if you recommend someone who is successfully recruited by us. 

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Live – the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.