Customer Care, Wholesale Services and Supply Queries Manager
Customer Care, Wholesale Services and Supply Queries Manager
Posted on :
25-09-2025
Employer Active
1 Vacancy
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Job Description
At Bristol Water weve been making people healthier and the economy stronger since 1846. Weve served generations of families and will serve generations to come.
Were here to have a positive impact on people and the planet for generations. We dont just give people water - we keep them healthy and help them grow. We work around the clock testing our water hundreds of times every day.
We take this same view with our 600 employees we dont just give them jobs in water we keep them healthy and help them grow.
Were one of the smallest water companies in the UK. Being small means were nimble and can achieve things quickly for our customers and our people.
But while were small were also part of a larger June 2021 we became part of the Pennon group which also owns South West Water and Bournemouth Water.
This means that as part of our team youll get the best of both worlds the dynamism and fast pace of a smaller company along with the security and breadth of opportunity that comes with being part of a large organisation.
About The Role:
Are you looking for a challenging and exciting role within Customer Care that will allow you to affect real change and make a tangible difference in a busy and dynamic Customer Hub
Working on a 12-month FTC basis you will be responsible for managing the end-to-end processes for Wholesale Services Supply Queries and Customer Care. You will work closely with all teams across the Customer Hub with the aim of maximising productivity and performance through continuous improvement cross skilling and process refinement. Managing change to deliver a multi-skilled workforce within the Customer Hub will also fall under your remit.
What Youll Be Doing:
- Employee management including 121s supporting personal development absence management and implementing performance management when and if needed.
- Reporting on performance across all areas within your remit.
- Daily management of customer complaints ensuring internal performance measures are achieved.
- Understanding the root cause of complaints and ensuring the implementation of changes to reduce their volume.
- Managing the Pelican relationship regarding supply queries to ensure the quick resolution of customer information issues for billing.
- Increasing data accuracy by process refinement and continuously carrying out root cause analysis around billing issues.
- Managing and monitoring Wholesale processes to ensure they comply with the Market (MPS) and Operational (OPS) SLAs and are delivered as efficiently as possible to maintain a leading position.
What Were Looking For:
- Strong leadership skills
- Proven track record of managing and implementing change
- Strong knowledge and understanding of the Non-Household Market
- Strong interpersonal and communication skills (written oral and formal presentation) with all levels in the organisation
- The ability to multi-task and manage priorities to meet business needs and meet deadlines
- Problem solving skills
- Commercial focus and the ability to challenge others constructively.
Whats In It For You
- 41295 per annum
- Annual bonus
- 27 days holiday plus bank holidays
- Entry into the company pension scheme
- Flexible supportive friendly working environment
- Access to flexible benefits and discounts
- Opportunity for some home working
- Onsite parking when youre in the office
41295.37 - 41295.37 a year
Closing Date: 7th October 2025
Be yourself we like it that 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.
Required Experience:
Manager
Employment Type
Contract
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