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At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have an opportunity for a Continuous Improvement Manager to join our team. Joining us on a full-time permanent basis, you will receive a competitive salary of £46,900 - £52,200 per annum plus excellent benefits.
As Continuous Improvement Manager, you’ll play a critical role in driving transformational change across the Customer business. Sitting within the Customer Strategy and Experience team, you’ll use data-driven insights to identify opportunities that improve customer journeys, operational efficiency and service delivery.
You’ll work closely with colleagues across the Customer Experience & Delivery, Affordability & Vulnerability, and Training & Quality teams to ensure improvement initiatives are insight-led, aligned with regulatory expectations and deliver exceptional outcomes for our customers.
What you’ll be doing:
- Use customer insight, data and performance metrics to identify and prioritise opportunities for service and experience improvement.
- Lead end-to-end continuous improvement initiatives using methodologies like Lean, Six Sigma or Agile.
- Conduct root cause analysis to uncover systemic issues and identify opportunities/lead initiatives to simplify and automate processes without compromising customer experience.
- Collaborate with cross-functional teams to deliver process, technology, and service enhancements that benefit both customers and colleagues.
- Support strategic transformation projects, ensuring alignment with regulatory outcomes and performance measures (e.g. PSR, CSAT, C-MeX, Ofwat).
- Promote a culture of continuous improvement by encouraging innovation, feedback, and a customer-first mindset across Customer Services.
- Define and track KPIs to measure the impact of improvement initiatives using dashboards and reporting tools.
- Work closely with training and quality teams to embed new processes and ensure operational readiness.
- Act as the voice of the customer, using insight to influence strategy and operational decision-making.
What we are looking for:
- Strong background in continuous improvement, transformation or change delivery within a service-led or regulated environment (utilities preferred).
- Proven ability to analyse complex data and customer insight to identify root causes and define effective solutions.
- Experience leading improvement initiatives using recognised CI methodologies (e.g. Lean, Six Sigma, Agile).
- Confident working across cross-functional teams and managing multiple priorities in a fast-paced environment.
- Excellent stakeholder engagement and influencing skills across operational, strategic, and technical audiences.
- Strong communication, facilitation, and problem-solving skills to drive collaboration and change.
- Passion for delivering great customer outcomes and fostering innovation in service delivery.
What's in it for you:
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
£46,900 - £52,200 a year
Closing Date: 08th of August 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
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