Customer Fulfilment Team Manager
On-site · Leatherhead, England, United Kingdom
Job Summary
Customer Fulfilment Team Manager to lead a customer-facing team in a fast-paced, regulated environment. Responsible for day-to-day leadership, driving productivity and service delivery to meet SLAs, monitoring KPIs, identifying improvement opportunities, coaching and developing staff, maintaining up-to-date SOPs, handling customer escalations, and ensuring regulatory compliance (Ofgem/Ofwat) through dashboards and reporting. Role requires strong leadership, coaching, and data-driven decision making, with duties including preparing monthly performance reviews, generating customer reports, managing performance against productivity and quality targets, and collaborating with Strategic Account Managers. Proficiency with CRM systems, TEAMS, and Microsoft Office is expected, as is the ability to present findings to department and executive levels and support continuous improvement initiatives (Six Sigma) across processes.
Required Qualifications
- Experience leading and developing teams, including active performance management
- Ability to manage productivity, analyse performance data and turn insight into action
- Strong customer service focus, communication skills, and stakeholder management
- Proactive and innovative approach to problem solving, continuous improvement and change
- Ability to produce and present clear reports, confidently use Microsoft Office and maintain attention to detail
- Utilities or distribution industry experience is an advantage but not essential
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