What is the purpose of the role?
An opportunity has arisen for an experienced Customer Care Team Manager /Customer Service Manager to join our growing customer care team in Swindon, Wilshire. In this role you will manage a team of around 12 case managers, who proactively contact customers deemed as 'unhappy' on the Account Health Index (AHI). You will also ensure that performance targets are met through regular and effective performance management of the individuals within the team, and by motivating the team to succeed. You will ensure customer promises are met, and exceed customer's expectations to provide an outstanding service. You will help reduce the number of written complaints by resolving issues proactively.
What makes this role unique?
In this role, you will have the opportunity to support your team in proactively resolving issues before they become escalations or complaints. You team will be the customer's ambassadors - their voice within the company - and they will be expected to build exceptional relationships with them, providing a single point of contact until the resolution of their issue. You will be responsible for prioritising new and existing workloads, ensuring that customers are updated as necessary. This team is still in the early stages and you will have the opportunity to build and shape the way it will work going forward. This is an idea chance to build relationships and work with the business to reduce complaints.
What will this role involve?
To ensure that the AHI process is completed within time frame, and that appropriate cases are managed to resolution.
To perform regular 1-2-1's and coaching sessions that lead to improved performance from both individuals and the team as a whole.
To motivate your team to ensure they feel involved and empowered to make and influence decisions made within their team and the department.
Consistently provide accurate and timely information to others and meet deadlines.
Manage escalated complaints and stake holder sensitive cases through to completion and provide feedback to the business at all levels.
To ensure that work is completed to a high standard and that this is reflected in company systems used to record both customer interactions and work completed.
Clearly demonstrate our values to both internal and external customers.
Maintain a positive and focussed attitude under pressure.
What are we looking for?
We are looking for a team player who is willing and able to both support and ask for help from colleagues when required. Strong communicator with excellent written and verbal communication skills to all levels of the business and external customers. You will have the ability to manage team meetings and present information clearly and succinctly ensuring a common understanding. You will have a proven ability to build a strong relationship with team members to aid in achieving goals. You will be quality focussed working to a consistently excellent standard with high attention to detail considering HR policies. You will have strong analytical skills with the ability to analyse and track trends in your team's performance and to put in place corrective Management Action Plans to drive continual improvement. You must be able to cope with the pressure of multiple deadlines and stay focussed on quality while remaining positive and professional.
Thames Water information and salary details
This is a 6 month fixed term contract position based at our offices in Swindon, Wilshire. We are offering a salary of £24,650 up to £31,000 pro-rata depending on experience. There are a range of company benefits including an excellent contributory pension scheme, childcare vouchers, and season ticket loans and paid volunteering days.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Closing Date: The closing date for applications is 23/01/2018.