Job Description

Salary

up to 41,800 depending on experience

Location

Lowestoft, Suffolk

About the role

Team Manager - Meter Field Services

Working hours

Full time 37 hours per week (flexible working arrangements including part time will be considered)

fixed term /secondment - 9 months

Salary

up to 41,800 depending on experience

Location

Lowestoft, Suffolk


We're open to discussing flexible working

About the role

This is an exciting role within the Meter Field Services function leading a high performing field team paving the way for the future of smart metering within the organisation.



This frontline leadership role requires an individual who is demonstrably passionate about creating both unrivalled customer and employee experiences, and who will live that passion authentically every day, inspiring people and continually striving to improve and excel.



You will be passionate about providing the best possible levels of customer service, creating positive experiences for our customers whilst also motivating our people, and driving performance improvements across your team and its wider department context.



You will lead a team of Meter Readers and Customer Technicians to deliver field-based services over a range of activities in a way which supports customers, colleagues, and the wider business. Field activities include, but are not limited to; gaining meter reads, installation of new or replacement external meters with new smart meters, customer engagement on smart meters and the opportunities they bring, provide advice on water usage and water efficiency, identification of customer side leakage. As well as leading your team to deliver these services you will also act as a referral point for your team providing practical guidance and assistance when needed.



You and your team are the face of the business to our customers on a day to day basis, you will ensure successful resolution of all jobs and that each customer receive a 5-star experience. You and your team's flexible approach will ensure that we are able to deliver services to customers when they want it.

About you

To do this, you will use emotional intelligence and business acumen to build positive relationships formed through mutual trust and respect with your peer group and managers within the wider business arena. This will ensure we drive forward in a single direction and work together, efficiently and effectively, as one high-performing team.



You must be able to actively build and drive a performance optimisation culture. You will be accountable for the overall performance of your team ensuring colleagues deliver outstanding service with a key focus on right first-time resolution. A clear focus on operational excellence to drive efficiency is also required.



Ensuring all team members have appropriate and stretching performance targets that are value-adding and simple-to-understand. These will be closely measured and monitored so fair and timely feedback can be shared in regular performance-building conversations. You will also ensure effective planning and monitoring of work-streams to ensure all targets are achieved; this includes regulatory targets.


Act as frontline support for your team to resolve any issues which arise. Ensure that appropriate training, coaching and feedback is in place to ensure your team delivers unrivalled customer experience, tracked by customer feedback.



Authentically lead and inspire a high-performing team that actively exceeds goals. Create a positive and open working environment where we welcome and celebrate difference, promoting equality and diversity, to allow people to feel valued, and trusted.



Be visible within the team adopting methods and practises that will drive a sense of purpose and manage skills, behaviour and cultural performance leading to high quality outcomes in our operational deliverables. Examples include delivering regular high-quality sessions on the following: scorecards, coaching, 121, feedback, training, van audits.

About us

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.



Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.



We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.



Please note this role will require a DBS to be completed prior to employment


NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.



Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we're committed to having a diverse community represented across our business.



We're aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG at a glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services.

To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our benefits

We're a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our 'Tap Into' benefits include:

Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There's also the option to buy or sell holidays. Company pension scheme, where we'll double match your contributions up to an employer contribution of 11%. Free access to local attractions. A fantastic discount scheme, with savings on days out, shopping, travel and more. Award winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members. Support with sustainable travel - through salary sacrifice cars and a cycle to work scheme. Financial wellbeing support - access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme. Support with your development - we offer a range of development opportunities, can support you through an interest free qualification loan and we'll even pay for any relevant professional body subscription.
This role has also been defined as a safety or security critical role and as a condition of a formal offer of employment you'll be required to undergo a drug and alcohol test.

Prospective employees and agency workers in defined safety and security critical roles will be required to undertake a drug and alcohol test after the job offer has been made. This will be prior to or within four weeks of their start date.

Prospective employees and agency workers who fail a pre-employment urine drug screen will have their sample analysed by the Company appointed laboratory as a matter of course. Failing a pre-employment drugs or alcohol test may lead to the job offer being revoked

About us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.


We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

Our values

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.


Our values are:

Results Driven

We take responsibility for achieving excellent business results.

Ethical

We are open and honest and meet our commitments with a responsible approach to the environment and our communities.

Customer Focused

We aim to exceed the expectations of our internal and external customers.

Innovative

We continuously strive for innovative and better ways to deliver our business.

One Team

We work together consistently, promoting co-operation, to achieve our corporate objectives.

Colleague benefits

We're the great company we are because of you - our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.


To find out more about our benefits, see our benefits booklet attached to this advert.

Eyecare

Discounted Medicals

Employee Assistance Programme

Cycle2work

Buying & selling annual leave

Long service awards

Salary sacrifice car scheme

Computer

Loans

Award winning wellbeing site

NWG savings scheme

Company pension scheme

Pre-retirement workshops

Life assurance

Discounts & cashback offers

Qualification loan

Documents

Business Plan 2025-30 - Essex & Suffolk Water - Download
Business Plan 2025-30 - Main Report - Download
Business Plan 2025-30 - Northumbrian Water - Download
Restore and Regenerate - Our Environment Strategy to 2050 - Download