About the role
We work in a critical and fascinating business that delivers water and wastewater service to a quarter of the UK, provides world class drinking water to 9million people, protects our rivers and produces enough renewable energy from waste like poo every year to power a town the size of Swindon.
In this role, you’ll be at the heart of that, leading a team of high performing Customer Service Advisors. Working in a busy blended environment, managing all forms of contact, you will be responsible for driving operational performance in your team, as well as individual development through coaching and engagement. You will support our people to take ownership for customer issues, driving first time resolution.
Key areas of accountability will include
People Leadership/Performance management: You will set high standards and carry out quality monitoring to ensure we are getting it right first time for our customers. Through regular 1-2-1s, planned and ‘in the moment’ coaching sessions you will use performance data to lead an improvement in your team’s performance and experience of our customers.
Deliver Customer Outcomes: 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 and manage escalated and sensitive customer complaints.
Engagement: It can be a challenging environment that requires constant prioritisation and balancing of service levels. You will need to keep your team engaged and motivated to get it right for our customers. You will be a strong influencer and able to communicate at all levels.
Leading change: As we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team, so they become reality.
You will be working 36 hours per week between the hours of 8am and 8pm Monday - Friday. You will also be required to work 1 in 3 Saturdays; for this you will be given time off in the week.
To be successful you will have the following skills and experience:
- Passionate about getting it right first time for customers.
- You must be a motivated person with a positive approach.
- Demonstrable, strong leadership skills with experience of leading a high performing team.
- Be able to coach and performance manage your team to get the best for customers.
- Inspire and motivate your team.
- Have a high level of resilience and be tenacious, ready for your next challenge.
- Enjoy change and leading a team in a changing environment.
- A strong preference for drinking tap water over bottled and commitment to not flush wet wipes down the toilet would also help your chances!
Case Study:
Jayson Smith - Spring, Team Manager
A bit about yourself and the job that you do…
I work as Team Manager in our Swindon Contact Centre where I’m responsible for managing a team of First Contact Resolution Advisors that are the first port of call to help our customers. My role is also to support and encourage my team in their personal development and ensure they are meeting the targets set out by the business.
I love Thames Water because…
Of the culture and the fast-paced environment. The people around me are vital to me enjoying what I do, and I have found Thames has a genuine feeling of family. We all strive to help each other and make sure we are doing the best for our customers. In an ever-changing environment this provides variety and a new challenge every day!
What attracted you to TW?
The chance to develop and progress my career in a well-established business. Thames Water is known for putting their employees first and having a desire to progress them within the business, and I wanted to work for an employer that values its employees and their development.
My closing statement
If you want to work for a company that values their employees and has a genuine desire to do the right thing for their customers, then Thames Water is a fantastic place to be. You are expected to work hard, but it doesn’t go unnoticed and you are rewarded - you feel like part of a team!
What’s in it for you?
There has never been a better time to join Thames Water than right now. We’re an organisation that celebrates our past; are proud of what we achieve today and are excited about our future. We are passionate about everything we do and giving a great service to our customers really matters to us.
Thames Water is a place where you can grow your career - the range of opportunities is huge.
Benefits
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering all our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to view our full list of Rewards and Benefits
About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning poo into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.