Pennon Group
Customer Service Team Leader
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Powered by Water, Driven by Purpose
SES Water has a rich history of serving communities in the South East of England. Water plays an important role in our lives, which is why we’re committed to supplying our customers with access to 160 million litres of safe, reliable, clean water every day.
We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Customer Service Team Leader
£32,000 - £34,000 per annum plus benefits | Office Based - Redhill
Lead a team. Raise performance. Deliver exceptional customer service.
At SES Water, our customers are at the centre of everything we do. We're looking for an experienced Customer Service Team Leader who can inspire people, drive performance and create a culture where great customer service comes naturally.
This is a fantastic opportunity for a strong people leader who thrives in a fast-paced contact centre environment and enjoys developing teams to achieve their full potential.
Reporting to the Performance Manager, you'll lead a team of Customer Care Advisors, ensuring they deliver excellent service, meet key performance measures and provide positive outcomes for every customer interaction.
What you'll be doing
- Leading, coaching and developing a team of Customer Care Advisors
- Driving performance against customer satisfaction, quality and SLA targets
- Conducting regular 1:1s, coaching sessions and quality reviews
- Managing customer escalations and supporting complaint resolution
- Creating a positive, high-performing and engaged team culture
- Supporting customers with billing enquiries, account management, home moves and service-related queries
- Ensuring vulnerable and financially struggling customers receive the right support
- Working closely with colleagues across the business to improve customer outcomes
- Identifying opportunities to improve processes, service delivery and team performance
- Supporting day-to-day people management and performance conversations
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What we're looking for
We're looking for a leader who knows how to get the best from people whilst keeping the customer at the heart of every decision.
Essential
- Previous Team Leader experience within a contact centre environment
- Proven experience coaching, developing and motivating teams
- Strong customer service and operational management skills
- Experience managing performance and delivering results
- Excellent communication and stakeholder management skills
- Ability to make decisions, solve problems and work at pace
- GCSE Maths and English (or equivalent)
Desirable
- Utilities or water industry experience
- Credit, collections or billing knowledge
- Experience supporting vulnerable customers
- Experience writing customer communications
Why join SES Water?
This is more than a Team Leader role. It's an opportunity to make a real impact on the customer experience while developing a high-performing team.
You'll join a business that values continuous improvement, invests in its people and gives leaders the opportunity to influence change and drive results.
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If you're an engaging leader with a passion for customer service and a track record of building successful teams, we'd love to hear from you.
Apply now and help us deliver outstanding service for every customer, every day.
Ready to make a difference? Join us as our Customer Service Team Leader and help create a workplace where people thrive.
We believe in rewarding our people for their hard work and dedication. As our Customer Service Team Leader, you'll enjoy:
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you plan for your future
- Healthcare Benefits – Access to employee assistance programs
- Employee Discounts – On various products and services
- Annual Leave – Take time to recharge with our holiday entitlement
Closing Date: 14th August 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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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