Customer Service Team Leader

We’re making a difference

Together, we can ensure that there is enough water for everyone, now and in the future.

At Portsmouth Water, delivering an exceptional customer experience is at the heart of everything we do. We are delighted to be looking for a pro-active and customer focused person to step into the role of Customer Services Team Leader.

In this role, you will manage our inbound customer contact team, ensuring every interaction is handled efficiently, professionally, and with care. You will also lead and support the team to meet customer demand, achieve service standards, and continuously improve processes and performance, while ensuring operational efficiency and budgetary targets are maintained.

What will you be doing?

Key Responsibilities

• Managing the team to deliver exceptional levels of customer service
• Taking responsibility for performance management and quality assurance
• Drive business goals
• Complaint handling
• Meeting contact performance ODI’s
• Developing team members to deliver performance and quality requirements
• Encourage participation in wider business activities
• Manage inbound contact
• Dealing with, and responding to customer complaints
• Managing holiday requests, sickness process and any other people processes
• Track individual and team performance
• Complete quality assurance checks
• Complete regular reviews with team members, providing feedback
• Liaising with third party providers
• Deputise for manager when required.

What do you need?

Skills, Qualifications & Competencies

• Excellent verbal, written, and non-verbal communication skills
• Organisational and time management skills
• Effective people management skills
• Strong attention to detail
• Recognise and implement changes to develop and improve customer satisfaction
• Have a positive can-do attitude
• Take ownership of a situation
• Positive approach to Health and Safety
• Supervisory qualifications are desirable, but not essential
• Previous experience of working in a call centre is desirable
• Previous people management experience is desirable
• Call coaching or mentoring is desirable

We recognise people want to work in a variety of different ways, and that’s why we’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.

Please note, we may close this advert early if we receive a high volume of applications — so we encourage you to apply as soon as possible to avoid missing out.

We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.

Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.

Due to the high volume of applications we may receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.

What can Portsmouth Water offer you?

At Portsmouth Water, we believe in rewarding our people. Here’s just a taste of what’s waiting for you when you join the team:

Holidays Made Better

Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.

A Pension That Works for You

We’ll help secure your future with a generous pension scheme, contributing up to 15% – because your tomorrow matters as much as your today.

Performance Pays Off

You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance – because when we succeed together, you should benefit too.

Family Comes First

Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.

Social Events

All expenses covered summer and winter social events

️ Peace of Mind, Always

Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.

Comprehensive Wellbeing Support

Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am–10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.

PW Perks – Treat Yourself!

Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like

• Electric Vehicle Scheme (after 1 year)
• Cycle to Work Scheme
• Health Cash Plan

…and so much more!

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.