About the role:
As the Customer Assurance Team Manager, you will be responsible for driving and managing the performance of the North London Customer Assurance Team within the Service Management Centre to ensure effective and efficient communication, case management and resolution of customer journeys.
You will be delivering outcomes to an internal or external customer’s satisfaction, with customers kept up to date with quality proactive and reactive interactions. You will also be responsible for journey resolution management to customers’ complex journeys.
This role requires a high level of engagement, support, continuous improvement & driving performance.
Key Accountabilities:
- Engage a team to deliver outcomes to customers’ satisfaction – keeping them up to date with quality interactions.
- Embed structure for the team, including escalation matrix and communicating this out to the wider business.
- Manage the performance of the team across end-to-end customer journey processes in line with SLAs and regulated customer service quality.
- Drive training and coaching to new and existing employees to ensure compliance in all case management processes and performance.
- Lead and inspire the team to deliver for customers.
- Liaise with internal and external stakeholders to ensure that the customer journey is delivered efficiently.
- Create a collaborative working environment between functions.
- Support business continuity plans for Water Networks’ customer journey activity.
- Identify opportunities for continuous improvement, implementing change initiatives as required.
To be successful you will have the following skills and experience:
- Working knowledge of TW’s processes and/or systems essential
- Customer focus
- Team management/leadership experience
- People & performance management skills
- Excellent communication skills and proactive in approach (i.e. ability to get support/co-operation from others not directly under his/her control), with an ability to interact effectively with field and office-based staff
- Effective internal and external stakeholder engagement
- Able to work under own initiative and with a team during pressure situations and events to meet demanding targets.
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with the 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 of 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 waste 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 award-winning mental health and well-being strategy.