Thursday 19 May 2022
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Customer Services Manager

Customer Services Enquire


Hours:Full Time

Full Description

Service Area


Guernsey Water 


Grade: SO3 - £63,693 - £71,813 per annum


Please note that public sector pay negotiations for 2022 are ongoing.





The States of Guernsey are looking for a Customer Services Manager to join the team at Guernsey Water.

The Customer Services Manager is responsible for the relationship Guernsey Water has with the customers who are at the heart of its purpose of ‘providing water for life’. They must anticipate customers’ needs and develop the people, processes and systems needed to provide the services that meet those needs.

The Customer Services Manager is part of a Leadership Team that is responsible for the day to day running of Guernsey Water. Specifically, the role is responsible for new connections, metering, billing, income, and customer communications, including public relations. They are also responsible for the procurement and management of our stock of materials and equipment, including our vehicle fleet, all of which is vital for maintaining service to customers.

As leader of Customer Services, the role has line management responsibility for the Metering, Income and Contact, Customer Liaison, Customer Communications, Inventory and Fleet Team Leaders.

The Customer Services Manager also works closely with the Senior Procurement Manager, Business Support to ensure value for money procurement.

Job Description



Contact: Steve Langlois - Managing Director, Guernsey Water on tel. 01481 229591 or email:


We strongly advise that applicants speak to the contact named above before applying for this role.


Closing Date: 6 June 2022


Candidates should upload supporting information to demonstrate how they meet the key criteria for the role.  This should be in addition to any CV supplied and should have clear examples of how each is met.  The key criteria can be found within the job description which is available by clicking the job description link above. The information provided by candidates will be used by the shortlisting panel when selecting candidates for interview.


Note - Internal applicants are required to inform their Line Manager before applying for any States of Guernsey positions. Internal references may be taken up prior to interview.


Appointment to this role will be subject to the following pre-employment checks which will be completed following an offer of employment:


  • Satisfactory references which must include one from the candidate's current line manager
  • Satisfactory, Basic Police Check, which can be obtained, at the candidates own expense, from the Guernsey Vetting Bureau, New Jetty, White Rock, St Peter Port, after an offer of appointment has been made. Convictions likely to be considered relevant to this post include crimes involving, but not limited to, theft, violence, dishonesty, fraud, vulnerable individuals and children
  • Confirmation of required qualifications / registrations
  • Possession of a valid Employment Permit


Should the successful applicant not meet the requirements sufficiently he/she may be appointed at a lower grade than stated. The successful applicant would then have the opportunity to progress to the grade advertised once the necessary skills and knowledge have been developed and they have demonstrated the ability to undertake the duties at the higher level.


Please note that the States of Guernsey is undergoing a significant period of change and transformation. The officer must acknowledge and accept that the nature and type of duties within the role are likely to evolve and change over time in the course of that transformation.  In such circumstances and accordance with the relevant terms and conditions of employment the employer may require the transfer, and/or redeployment, of an officer to other suitable roles within the States.


All employees are expected to uphold the purpose, vision and values of Service Guernsey: one organisation, one purpose, one focus and, in particular, to exhibit behaviours that reflect the core values of teamwork, accountability, customer service and empowerment.



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