What is the purpose of the role?
As the Wastewater Networks Quality and Compliance Manager in the Customer Solutions Centre, you will act as the interface and ‘controlling mind’ between the Quality/Compliance and CSC planning and scheduling team. This is a ‘hands-on’ role covering all aspects of reactive and planned work execution and customer service activity from recruitment/on boarding, through to training and development, process and policy design, telephony performance standards and all areas of customer interaction within the claims and complaints journeys. You will build strong relationships with stakeholders across the business, both in the field and office and will influence and engage, ensuring you are adhering to the targets and objectives of the CSC. You will lead and deliver efficient and effective quality, compliance and assurance activities for CSC across both Thames Water and Lanes Group. You will also deliver and maintain robust MI reporting that reflects our reactive and planned journeys. It is vital that the MI reporting is fit for purpose for our planning and scheduling teams, quality teams and regulatory targets.
What makes this role unique?
This is a unique role working in our industry leading Customer Solutions Centre in Slough and working alongside our Waste Networks contractors, Lanes Group. This is your opportunity to be part of a legacy and positively make your mark. Our SIMS scores have increased significantly over the last 18 months and we have implemented important step changes in customer performance. We are now in a position to move to the next chapter and are seeking someone who is like minded in their passion for quality and compliance to join our team.
What will this role involve?
The Wastewater networks quality and compliance manager role includes but is not limited to the following responsibilities:
Support development and lead delivery of all training modules for CSC roles across both Lanes Group and Thames Water.
Facilitate the embedding of a compliance culture within the CSC. Develop and continuously monitor a framework for measuring operational process compliance across CSC.
Monitoring, controlling and reporting on risk and opportunity – through measuring process compliance.
Build strong working relationships with key stakeholders working in and outside of CSC.
Cross department liaison with process management to ensure end to end customer journey is being management appropriately and that we are supporting delivery of CFS key performance indicators.
Ensure compliance with all C17 regulatory processes across CSC.
Develop, maintain and improve MI reporting solutions that reflect CSC and business requirements.
Complete all operational and regulatory reporting as required on a daily, weekly, monthly and quarterly basis (or whenever required).
Work alongside transformation and change to ensure all customer risk and journey modelling is understood and to steer the business on what action / decision to take.
What are we looking for?
Are you a strong influencer, who has experience of quality/compliance and audit? Do you possess good people management and the ability to communicate effectively and build positive working relationships? Do you have previous experience of Customer Service delivery or Contact Centre operations? If yes, we want to hear from you… To be successful in this role, you will have a high level of organisation skills with commensurate attention to detail. You will have the ability to communicate requirements and policy at all levels and to understand and manage the impact of process compliance. You will be fully competent at using the appropriate company IT systems and office software as well as open to learning new systems. Good analytical skills are required as well as the ability to communicate findings and actions to other teams. You will be focussed, methodical and have an excellent understanding of key procedures. Knowledge of the water/wastewater industry would be an advantage.
Thames Water information and salary details
This exciting opportunity is based at our state of the art Customer Solutions Centre in Slough. We are offering a salary of up to £40,000.00 depending on experience and qualifications. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 27/03/2018.