Customer Service & Office Manager

Job Title: Customer Service and Office Manager

Location: Leatherhead

Salary: £35K - £40k

Job Type: Permanent, Full Time, Hybrid

About us

ConservAqua is a dynamic and growing water retailer dedicated to delivering exceptional service and innovative solutions to our clients. We offer a bespoke service that lowers consumption, reduces bills, and improves the environmental footprint of businesses. Headed by a team with extensive experience in the water industry and utilities sector, our simple, transparent, no-nonsense approach means we offer highly competitive pricing for water and sewerage services. Water efficiency is at the heart of our business, and we work with clients to develop a strategic, efficient plan that uses technology and innovation to drive down bills through reduced water usage, reduced effluent discharge, and reduced surface water drainage.

About the role

This role will be responsible for ensuring the team consistently delivers high standards in service delivery, performance management and guidance, and internal processes.

Responsibilities

• Line manage the customer service team, providing leadership, coaching and performance management.
• Manage the recruitment, onboarding and training of new team members, including probation reviews.
• Foster a culture of accountability, ownership and customer-focused service.
• Oversee the smooth day-to-day running of the office.
• Identify and implement process improvements to enhance efficiency and reduce errors.
• Ensure compliance with company HR policies relating to holidays, absence, lateness and rota management.
• Maintain accurate documentation and ensure appropriate follow-up of performance and conduct matters.
• Work collaboratively across the business with a flexible, proactive and solution-focused approach.
• Coordinate IT and telephony requirements, including equipment orders, installations, and joiner/leaver processes, liaising with suppliers and resolving issues where required.
• Manage the company's fleet of vehicles.
• Maintain records for employees using their own vehicles for business purposes, ensuring insurance, MOTs and driving licence checks remain valid and up to date.
• Oversee company credit card administration and ensure compliance with internal procedures.

Qualifications

• Proven experience managing and developing teams, including recruitment and performance management.
• Excellent communication, leadership and interpersonal skills.
• Highly organised, with a proactive, solution-focused approach.
• Experience of office or facilities administration.
• Able to work under pressure, prioritise competing demands and confidently manage stakeholder expectations.

What we offer

• Free on-site parking
• Private BUPA healthcare (available after successful completion of probation), including optical and therapy benefits
• 20 days annual leave plus bank holidays, with an additional day's leave for your birthday and your child's first birthday
• Perks at Work employee benefits platform
• Financial wellbeing programme with access to independent financial advisers
• Salary sacrifice schemes

Additional Candidates Considered

Candidates with experience of Customer Service Manager, Office Manager, Administration Manager, Team Leader, Facilities Manager, Customer Support Lead, Customer Service Team Leader, Fleet Administrator, or Operations Manager may also be considered for this role.