What is the purpose of the role?
The Customer Coach leads and delivers all customer service training across metering and small capital works programmes, often coaching supervisors or teams on a 121 or group basis. They support the induction all new starters, develop new training programmes and sustain the change of all training delivered.
What makes this role unique?
This is the only role of this nature within the Customer Programmes department at Thames Water, and it enables sustained delivery of excellent customer service in line with company values.
What will this role involve?
The customer coach will be responsible for creating the customer service training strategy for the department, and defining the short, medium and long term goals.
Establishing and embedding a customer service induction training programme for all new starters across metering and small capital works programme that continually improves our customer experience.
The creation and development of training documents, slides, scripts and activities and delivering training with a view to improvements in our customer KPIs.
Offering 1-2-1 training to frontline individuals who require extra support to develop their customer soft skills and also supporting the supervisors and team leaders so that they have constructive customer service coaching sessions with their teams.
Keeping key process documentation and ‘how to guides’ up to date to ensure there is material to support training.
Working with the central learning and development teams to make sure our training programmes align with the Thames Water framework and we benefit from any new approaches they are investing in.
Spending time shadowing frontline teams and reviewing customer feedback to understand where there are pinch points and opportunities to train and coach our teams to improve performance.
What are we looking for?
At least two years relevant business or technical experience with excellent IT skills and ideally with a training or coaching qualification, or with a proven track record of delivering coaching at team level. Able to demonstrate previous examples of excellent customer service, and driving continuous improvements to a service organisation. Someone with excellent interpersonal skills who is able to liaise at all levels preferably within a business environment and is an enthusiastic self- starter, with decision making, planning and problem solving skills. A full clean driving licence is required as there will be travel to multiple sites.
Thames Water information and salary details
This role is based at Bulman Court in Langley, Berkshire and is offering a salary range of £23,800 to £32,200 depending on skills and experience. 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.
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 27/04/2018.