Customer Leakage Manager

Job Overview: As the Customer Leakage Manager, you will play a crucial role in leading the CL team, including both Southern Water staff and contracted resources. You will be responsible for the day-to-day management of the team, ensuring that all customer side leakage issues are addressed efficiently while maintaining exemplary levels of customer service and meeting all regulatory obligations. You will also set and implement strategic direction for the future, particularly in preparation for AMP8 and beyond, with an expected increase in customer-side leaks due to the mass deployment of smart meters. Responsibilities will include: - Lead, manage, and mentor the CSL team, including direct reports and consultant teams, to enhance the company's technical skills in customer side leakage. - Define, maintain, and communicate the overall strategy for managing customer side leakage. - Oversee the system for managing, reporting, and monitoring individual customer CSL cases, ensuring it is fit for
purpose and meets the highest standards. - Champion a customer service-first culture, acting as the principal point of escalation for all customer side leakage queries and complaints. - Track and report core performance data, identifying gaps and recommending improvements to data quality. - Represent Southern Water on technical bodies and industry working groups, promoting the company's interests. - Lead benchmarking activities with other water companies to improve Southern Water's comparative position. - Ensure consistent working practices across all counties to meet compliance standards. - Support and inform stakeholders in managing relationships with regulatory bodies like Ofwat, CCW, the Environment Agency, and the DWI.

Experience within Line Management - Experience within the Water industry - Experience within Job Management systems

£50,000

- Company and performance-related bonus - Generous pension up to 11% company contribution - 25 days annual leave - Life assurance equal to 4x salary - Salary sacrifice electric car scheme (after 6 months service) - Health Cash Plan - Full funded eye tests - Two paid volunteering days a year - Occupational health service - Discounts with over 800 popular retailers - Digital GP service - Study support may be available for job-related qualifications - Competitive maternity leave and flexible return to work options - Cycle to work scheme - Private medical insurance (Senior Grades only)

Management

https://wd3.myworkdaysite.com/en-US/recruiting/southernwater/SouthernWater/details/Customer-Leakage-Manager_JR4121