London Drainage Facilities
Customer Experience and Call Centre Manager
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Role: Customer Experience and Call Centre Manager
Location – Ongar, Essex
Company - London Drainage Facilities
Full-Time | Permanent | 8:30 – 17:30, Monday - Friday
About Us
London Drainage Facilities is a leading provider of drainage and wastewater solutions across London and the surrounding areas. We pride ourselves on operational excellence, high standards, and delivering outstanding customer service to our clients.
The Role
The Customer Experience & Call Centre Manager is responsible for the day-to-day leadership of the LDF/BB call centre operation, ensuring customers receive a consistently excellent service at every point of contact. The role owns performance against key service metrics, oversees the real-time scheduling and allocation of reactive jobs to engineers, and leads and develops a team of Team Leaders and Advisors. It works cross-functionally with Operations and Scheduling to remove barriers to great customer outcomes and ensure efficient, well-coordinated engineer deployment.
Key Responsibilities
- Lead, coach, and motivate the call centre team, including Team Leaders and Advisors, to deliver a high-performance, customer-first culture.
- Manage rotas, resourcing, and workforce planning to ensure adequate coverage against forecasted demand.
- Conduct regular one-to-ones, performance reviews, and development conversations with direct reports.
- Manage performance, conduct, and attendance issues in line with company policy, escalating to People Team where required.
- Own and report on core KPIs including call answer rates, average handling time, first-contact resolution, and CSAT/NPS.
- Handle escalated customer complaints and complex cases with professionalism, empathy, and a solution-focused approach.
- Oversee the real-time scheduling and allocation of reactive jobs, ensuring engineers are dispatched efficiently against priority and location.
- Monitor engineer availability, utilisation, and live job status throughout the day, reallocating work to manage delays, cancellations, or emergencies.
- Ensure accurate, real-time updates are logged in the job management system (e.g. Big Change) so customers and engineers have visibility of job status.
- Collaborate with Operations, Scheduling, and other departments to ensure joined-up service delivery.
- Contribute to board and leadership packs with performance updates and improvement recommendations.
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Person Specification
Essential
- Proven experience managing a call centre or customer service team, ideally in an operational business.
- Strong track record of hitting KPIs and driving measurable improvements in customer satisfaction.
- Confident leader with experience coaching, developing, and performance-managing a team.
- Excellent communication skills, with the ability to handle difficult conversations calmly and constructively.
- Data-driven approach to identifying issues and implementing solutions.
- Resilient, adaptable, and comfortable working in a fast-paced, evolving business.
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Desirable
- Experience managing a call centre within a field service, utilities, or trades-based operational environment.
- Familiarity with workforce management and job scheduling systems (e.g. Big Change or similar).
- Experience managing customer experience across multiple entities or brands.
- Recognised customer service or contact centre qualification (e.g. ICS, CCA).
- Experience using CRM or call centre platforms to drive reporting and insight (e.g. Zendesk, Salesforce, Genesys).
- Track record of leading change or process improvement initiatives within a service environment.
What We Offer
- Competitive Salary
- Opportunities for development and progression
- Company pension scheme
- MediCash HealthCare Plan (enrolled into after passing probation)
- 31 days Annual Leave (including Bank Holidays)
- Access to online discounts and well-being centre
- Plus, many more
How to Apply
Apply via LinkedIn, or alternatively send your CV to recruitment@london-drainage.com
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