Contacts Team Manager

Contact Wendy Blair |

Contacts Team Manager – Belfast – NI Water

Join Northern Ireland Water in Belfast as a Contacts Team Manager and ensure a highly focused, customer orientated approach is embedded throughout the team to help protect key customer service metrics.

About the role:

• £18.13 per hour
• Monday to Friday
• 37.5 hours a week
• Westland House, Belfast
• Temporary for 6 months
• Please note closing date for this vacancy is 29th May 2026 – however you can register your interest for other upcoming vacancies by applying today

What you’ll be doing in this role:

• Coordinate, strategically plan and prioritise contacts team workload.
• Drive continuous improvement by reviewing team processes to maximise efficiency and enhance customer service.
• Manage the performance of the overall team and individuals ensuring issues regarding quality and productivity are promptly identified and addressed.
• Ensure financial adjustments and account amendments undertaken by them & the wider team are done so in line with the limits permitted in the Financial Delegations and consistent with NI Water policy.
• Act as Contacts Team lead in ‘Customer’ service improvement meetings and other cross-functional working groups e.g. Billing Scripts working group. Identifying issues and proposing solutions accordingly.
• Develop effective working relationships with other C&O Functions, NIW Directorates and the outsourced billing partner.
• Deputise for the Billing & Collections Manager in periods of absence and undertake financial adjustments in line with the limits normally adhered to them. Includes the actioning of High Value Leakage Allowances and Refunds received from Echo.

What you’ll need for this role:

• Have a 3rd Level Qualification (HND/HNC/Degree) and a minimum of 2 years experience in a Contacts Team Management Role, or equivalent in a Contacts Team Supervisory Role, within a regulated, target focused environment with an understanding of the key tasks involved in managing the performance of teams and individuals. OR,
• Have a minimum of 4 years experience in a Contacts Team Management role, or equivalent in a Contacts Team Supervisory role, within a regulated, target-focused environment – with an understanding of the key tasks involved in managing the performance of teams and individuals. AND,
• Practical experience of providing policy interpretation and guidance to resolve escalated or complex customer contacts within a large-scale organisation.
• Experience of contribution to the development of new or improved processes with regards to customer service and contact handling.
• Competent in MS Office applications, including Excel & Word with experience of interpreting customer contact data and trend analysis and producing & presenting reports to Senior Management.
• Highly proficient in interrogating and administering Customer Relationship Management/Billing systems.

If this sounds like the next step in your career, wed love to hear from you! Even if you dont meet every listed requirement, we encourage you to apply we may have other suitable roles for you.

Apply online, emailyour CV to or give Wendy a call on to find out more.

Riada Resourcing is an equal opportunities employer

WHJS1_NI

…