Customer service manager

Posted on:

Job Details

Location: Swindon

Type: Permanent

Ref: e20012991d

What is the purpose of the role?

Are you seeking a career enhancement that will offer you lots of scope, progression and development? Would you like to work for a well-known utilities provider? Do you have a wealth of experience & the ability to effectively lead & develop people to deliver against our key performance indicators? If you do, then read on! We have opportunities for experienced team managers, to lead and manage within our Revenue Contact Centre in Swindon. We are looking for leaders and innovators who will lead, develop and manage teams of Call Centre agents. You will be responsible for individual development of your team through coaching, motivating and by driving performance through key metrics. If you are able to manage multiple activities at the same time and still provide exceptional customer service and support to your team then we want to hear from you.

What makes this role unique?

Apart from working for the UK's largest water and waste-water company you will be joining the team that provides the first line of customer assistance for various Revenue/Billing enquiries. It is your responsibility along with your peers to make a real impact on the quality of service we deliver to our customers. This is a very exciting time to join us as we continue to evolve and enhance what we do for our customers, by improving our service recovery approach and becoming more proactive. This is critical to improving the service we provide and meeting our customer satisfaction targets and you will play a key part in this.

What will this role involve?

People/Performance management: You will set high standards and carry out quality monitoring to ensure we are getting it right first time. Through regular 1-2-1s and coaching sessions you will lead an improvement in your team's performance and thus the service and experience of our customers.

Customer centricity: You will share and weave your contagious passion into everything so our customers are truly at the heart of what we do. You will also lead by example when the need arises and manage escalated and sensitive customer complaints.

Motivation: It can be a tough environment and you will need to keep your team motivated to meet targets and to be passionate about what we do and how we get it right for our customers. You will need to communicate and share a range of messages.

Lead change: As we evolve our service recovery approach and continuously improve what we do, you will be lead and embed these changes so they become reality.

What are we looking for?

First and foremost we need people that are passionate about customers as they are our number one priority, so if you share this passion we want to hear from you. You will have strong leadership skills, preferably with experience of managing a team within a customer focused, contact centre environment. You will be able to coach and performance manage your team to get the best for our customers. As a strong communicator, you will inspire and motivate your team. You will have a high level of resilience and be tenacious, ready for your next challenge. You will be open to and enjoy change, and lead your team in a changing environment.

Thames Water information and salary details

This role is based at our offices in Swindon, Wiltshire offering a salary up to 31,000, dependant on skills and experience. We currently have full time opportunities available, with a fully flexible working pattern with 36 hours between 08:00-20:00 Monday-Friday with a maximum of 26 Saturdays 08:00-13:00. We have a range of benefits including 26 days holiday, 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.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 23/01/2018.