Meter Reading Team Lead

SES Water is a local water company dedicated to providing high-quality water and exceptional service to our customers. With a rich history of serving the communities in the Southeast of England, we are committed to delivering a reliable and sustainable water supply, ensuring that our customers have access to safe and clean water every day.

A forward-thinking utility company, SES Water is driven by innovation and environmental responsibility. We continuously invest in cutting-edge technologies and sustainable practices to protect and preserve our precious water resources while meeting the evolving needs of our customers.

If you are a Meter Reading Team Manager with a commitment to delivering high quality services to our customers, we’d love you to join us on our journey to make a positive impact on the lives of those we serve and the environment we cherish. Together, we are shaping a sustainable future, one drop at a time.

What we offer

SES Water value our employee’s wellbeing and have created a package to care for both your financial needs and personal wellbeing.

• Generous salary; up to £34,000
• Group personal pension plan with up to 10% employer contribution.
• Life assurance for peace of mind.
• Financial education, savings, and loans support.
• Cycle to Work and Car Share Schemes and for eco-conscious commuting.
• 25 days of annual leave for work-life balance.
• Simply Health healthcare cashback scheme and Surgical Choices.
• Service and MOT discounts at our on-site garage.
• One paid day per year for volunteering in the community

As the Meter Reading Team manager, you will report into the Billings manager and play a pivotal role in directing and motivating our Meter Reading Team to achieve and exceed targets while ensuring compliance with health and safety standards. Directly managing a team of meter readers, you will drive efficiencies within the Meter Reading process to support our Billing team and maintain exceptional customer service.

This role requires strong organisational skills, effective communication, and a proactive approach to problem-solving whilst upholding our values of Service, Integrity, Collaboration, Commitment, Compassion and Innovation.

Main Duties:

• Inspire, coach, and motivate field staff to provide excellent service to customers, ensuring 100%-meter coverage monthly and aiming for 0% skips.
• Collaborate with stakeholders at all levels to understand the impact of Meter Reading on customer experience and advocate for necessary changes.
• Take ownership of team performance, evaluating and implementing improvements to enhance service quality and efficiency.
• Manage workforce resources, including rota, shift patterns, and capacity, to achieve targets effectively.
• Coordinate support for field-based requirements such as Void Properties, faulty meters, and meter exchanges.
• Serve as the escalation point and liaison for resolving customer queries related to Meter Reading and billing operational issues.
• Oversee day-to-day performance management and HR matters within your area of responsibility, providing regular feedback to the Billing manager.
• Liaise with external system providers to implement system improvements without negatively impacting performance.
• Foster a high-performing and engaged team culture, ensuring alignment with company values and goals.
• Recognize opportunities to exceed expectations for both customers and colleagues.
• Share best practices and promote an innovative and continuous improvement culture.
• Ensure compliance with lone working and company vehicle policies, including health and safety measures and regular audits.

Educational Attainment:

• Minimum GCSE Mathematics and English Language level 4, or equivalent.

Knowledge & Experience:

• Operational awareness of Meter Reading systems, processes, and procedures.
• Health & Safety knowledge in the workplace and field operating.
• Understanding of improvement implementation and customer support in Water or Utility sectors.
• Experience in managing a field-based team and executing operational best practices for service excellence
• Demonstrable experience in resource planning and performance management.

Skills and Expertise:

• Ability to design, implement, and manage robust feedback mechanisms.
• Customer-focused, with strengths in monitoring, and tracking.
• Clear and concise English writing skills.
• Drive, enthusiasm, and energy for improving processes.
• Good listening, written, and verbal communication skills.
• Team player with flexibility and strong prioritization skills.
• Effective decision-making and organizational skills.

We thrive on the knowledge and life experiences of our colleagues, recognizing that our differences bring diverse perspectives and make us a great team. We welcome people who live our values, bring their true selves to work, and have a desire to share their lived experience to serve our communities both now and in the future. Please let us know if you need any support during the application process.