What is the purpose of the role?
This is an exciting opportunity for a manager to manage and develop a team of highly skilled staff within the Retail business who are responsible for a business critical function and ensuring compliance with the GSS regulations. The team is responsible for processing payments where Thames Water has failed the standards contained within both the Guaranteed Standards Scheme (GSS) and/or the Thames Water Customer Guarantee Scheme (CGS). The team will process payments as either credit to customers' water services accounts or by issuing cheques. The team is also responsible for investigating possible GSS failures reported to them and for managing customer queries associated with payments made.
What makes this role unique?
This is an ideal opportunity for someone to make a real difference to the experience that Thames Water customers have had when something has gone wrong while also making sure that you protect the interests of the company. This is the only team within the business that will be undertaking these functions. You will use your understanding of the company processes and procedures to not only understand how and where GSS and CGS failures occur, but to also influence improvements to reduce future failures. The interactions with various teams around the business will allow you to develop a broad knowledge of one way in which Thames resolves the problems that customers have, improve customer satisfaction and understand the challenges that Thames Water faces. It will enable the successful candidate to gain skills transferable to future career moves.
What will this role involve?
Directly manage a team of highly skilled agents over two sites who specialise in processing payments in line with GSS regulatory obligations and in accordance with our CGS.
To promote a customer focused working ethic within the team ensuring that customer issues are resolved promptly and efficiently.
Ensure routine reporting of performance with a target of zero penalty payments arising from the actions of the GSS payments team.
To manage the day to day relationship between the team, and other parts of the business who provide data on GSS failures. This will involve ensuring that explanations for failures are given and, ensuring that payments can be recharged to the correct business unit as necessary.
To provide routine data quality checks, amendments and reconciliation for the monthly performance reporting and regulatory returns as necessary. Ensure that data accuracy within the team is of the highest quality.
Development and maintenance of process manuals and guidance material ensuring best practice is followed.
To investigate compliance failures while maintaining strict audit trails.
What are we looking for?
You will need experience of managing a small specialist team with a record of improving performance and developing team members.
A passion for providing excellent customer service.
Very strong and clear telephone and letter writing skills.
A calm demeanour and the ability to make decisions while under pressure.
The team will have a very high profile team potentially contributing to monthly performance packs reviewed by directors and senior management across the business so the ability to work to tight deadlines without compromising accuracy or quality is necessary.
An understanding GSS/CGS processes and regulations.
Attention to detail with the ability to constructively challenge and influence change.
Good analytical and Microsoft Office skills.
To be committed to recognising needs and acting on them intuitively.
Applicants must submit a personal statement outlining their skills and why they think they are a suitable candidate for the role as well as a CV. CV only applications will not be considered.
Thames Water information and salary details
This role is based at Walnut Court, Swindon but will involve travel to Reading on a regular basis. We are offering a salary of up to £29k depending on experience. In addition we have a range of benefits including an excellent contributory pension scheme, childcare vouchers, season ticket loans and paid volunteering days.
About Thames Water
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 24/08/17.