Service Improvement Lead

  • Job Reference: REQ00583
  • Date Posted: 15 May 2024
  • Employer: SES Water
  • Location: SES Water - Redhill
  • Salary: £40,000 to £43,400
  • Bonus/Benefits: plus SES benefits
  • Sector: Project Management
  • Work Hours: Full Time

Job Description

If you are an experienced Change or Systems Management professional, we’d love you to join SES Water 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.

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.

It’s an exciting time to join us as we seek to transform processes, systems and culture to enhance our service and efficiency.  You will be joining a company where every colleague is valued for their contribution and encouraged to share their ideas, developing our experience and understanding of technology to improve our effectiveness.

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 £43,400 depending on experience.
  • 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


Key Responsibilities:

Reporting to the Head of Customer Operations & Markets, you will lead your team and collaborate with senior stakeholders and their teams to identify areas of weakness and opportunities for change.

You will be responsible for designing and delivering improvements to systems, processes and culture to ensure that Customer Service is at the core of everything we do and ultimately, providing better outcomes for those we serve.


You will also be responsible for:


  • Providing leadership and technical knowledge to the Service Improvement Team and aligning the team’s activities with evolving business strategy and achieving improved customer and business outcomes.
  • Developing and maintaining effective relationships and communications with key stakeholders to promote and support required culture change across the business.
  • Strengthening service development and decision-making by ensuring it is insight-led and informed by meaningful stakeholder engagement which in turn will deliver expected customer and business benefits that will include improved performance, efficiency, customer satisfaction and reduced business cost.
  • Developing and delivering the CMEX plan for Supply.
  • Managing the maintenance and improvement of multiple corporate systems including Oneserve for their users.
  • Sustaining and improving the capability of teams to manage and use systems and data.

Qualifications, Skills and Experience:


You will be an experienced Change Management professional with a proven track record of success in developing and improving systems, processes and culture in a customer focussed business coupled with the ability to work with stakeholders at all levels.


An enthusiasm for improving data quality and efficiency and a knowledge of data analytics would also be a huge benefit!


Diversity and Inclusion:


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.