The Role
The Team Manager will lead the Billing Back Office team, ensuring performance targets are met while supporting staff development and customer service quality.
Summary Generated by Built In
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.
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The Company
What We Do
South West Water is part of Pennon Group plc. We provide reliable, efficient and high quality drinking water and waste water services throughout Cornwall and Devon and in small areas of Dorset and Somerset. We also look after the region's bathing waters and coastline.
South West Water came into being in 1989 with the privatisation of the water industry. We inherited a water system suffering from a century of neglect but, thanks to the tireless work of our 1,300 employees, have brought the region's drinking water, sewerage systems and bathing waters into line with the stringent UK and European Union standards.
This extensive programme of environmental improvement has resulted in some of the finest bathing waters in Europe, picturesque scenery and clean rivers with stunning wildlife.
We believe that by investing in the future of our region, we are not only improving the quality of life for today's residents and visitors but are also taking responsibility for future generations.
