Customer Team Leader - Meter Field Services

Team Manager - Meter Field Services 

Full time 37 hours per week

12 Month Fixed Term Contract

Salary – Upto £43,300 depending on experience

Location – Pity Me, Durham

About the role

Join our innovative team and lead the way in the future of metering! We are committed to delivering outstanding customer service and creating positive experiences for our customers and employees. If you are passionate about making a difference and inspiring excellence, we want you on our team.

As a Customer Team Leader within Meter Field Services, you will lead a busy office-based team responsible for supporting metering operations and delivering excellent customer service. Working closely with field colleagues and internal teams, you will play a key role in coordinating workloads, resolving issues, and ensuring services are delivered efficiently and effectively.

You will be accountable for driving strong operational performance, ensuring your team meets service targets and regulatory requirements while maintaining a consistently high standard of customer experience. A key part of your role will be monitoring performance, analysing trends, and taking proactive steps to improve both customer outcomes and team effectiveness.

This is a leadership role where you will create an engaged and high-performing environment by setting clear expectations, providing regular feedback, and supporting the development and wellbeing of your team. You will work collaboratively across functions, building strong relationships to ensure seamless service delivery, while handling escalations and customer complaints with a focus on timely resolution and continuous improvement.

You will also contribute to operational planning through reporting and forecasting, ensuring resources are managed effectively and future demands are anticipated, all while promoting safe and compliant ways of working.

As part of this role, you will take part in a standby rota, working 1 in 4 Saturdays.

About You

We are looking for an experienced leader with a strong background in customer service within an operational environment, and you are passionate about delivering great outcomes for customers. You bring proven ability to motivate and develop teams, driving high performance while creating a positive and supportive team culture.

You will be confident using data and performance insights to identify trends and make informed decisions that enhance service delivery. With excellent communication skills, you are able to engage effectively with customers, colleagues, and stakeholders, building trust and fostering collaboration across teams.

Highly organised and proactive, you are comfortable managing competing priorities and deadlines, and you approach challenges with strong problem-solving skills and a practical mindset. You are adaptable in a fast-paced environment and can support others through change while maintaining focus on results.

You are someone who listens, collaborates, and takes initiative, with a genuine commitment to continuous improvement, team development, and delivering a consistently high-quality customer experience.

What we will give you

At Northumbrian Water we want you to be the best you can be, and we also want you to feel it’s a great place to work. Frequently people spend their career with us, some because they’ve found their niche, others because of the opportunities to progress through the organisation.

We’re the great company we are because of our people and as our way of saying thanks, we offer a wide range of benefits and discounts to take advantage of including; buying and selling holidays, discounts and cashback offers, free fishing, workplace ISA and cycle2work

 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.

About us

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.