About the role:
You will be responsible for managing and driving the performance of the Developer Services Field Engineers. This includes all field operational activities and support with the day to day running of our delivery partners, ensuring excellent customer service is achieved within all aspects. Support with water UK levels of service and ensuring the team understand what is expected of them. Demonstrating our values through behaviours and creating an inclusive and positive environment that drives performance, engagement and development.
Ensure the team have the tools and knowledge to perform effectively to meet key performance targets. In an ever-changing environment, you will be able to support & assist in the implementation of new processes and systems, enhancing training material and improve the service offering we deliver to our customers. During this process, you must ensure that our customer is at the heart of everything we do as well as ensuring our assets are protected.
Motivate the team to deliver an excellent customer experience (both to internal and external customers) in all aspects, working towards an improved CSAT/DMEX score, reduced complaints and improved quality.
Key Accountabilities:
As well as this, the successful candidate will also be responsible for:
- Controlling and auditing site activity, ensuring the safety of the team, contractors and other third parties through the consistent application of company Health & Safety policy.
- Managing the South London developer services field team to perform effectively against internal and external targets.
- Optimising service delivery and champion a customer focus.
- Leading and developing team members.
- Preparing reports and presentations for key stakeholders as required.
- Supporting their peers and management team in a variety of projects.
- Take ownership of your own development and explore opportunities to learn.
- Analyse current performance against standards of excellence and develop plans to train and coach team members and drive performance
- Manage all people aspects including 1:1’s, performance, soft skills, attendance and team meetings.
- Act as an escalation point for complaints within the team.
To be successful you will have the following skills and experience:
- An exceptional leader who can develop teams across a geographical area.
- Ideally, you will have worked within the industry previously and have a good understanding of the water/wastewater business.
- Must be an organised individual with good communication skills.
- Good knowledge of Health and Safety requirements is essential.
- You must hold a full, UK driving license.
- IOSH / NEBOSH and New roads street works act ( Unit 10 )
- Ability to manage your own workload and that of others.
- Willing to learn and be willing to develop others in your team.
- Track record of strong performance and a demonstrated ability to deliver results gathered from experience.
What’s in it for you:
This is a great opportunity for an experienced people manager to work in a fast-paced and effective team, where every day is different from the last.
This role is interesting as you will be getting involved with a varied range of projects. It is a ground-breaking time for the water industry with the introduction of Dmex in April 2020. This will mean that we need to work in different ways; more efficiently and with more emphasis on keeping our customer promises.
There is also an opportunity for you to get involved in helping shape and develop continuous improvement initiatives; driven by a passion to be the best in the industry for customer service.
Benefits:
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with a 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 referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering everyone two days paid volunteer to leave a year, as well as proudly supporting a lot of local events and charities.
Click here to find out more about working at Thames Water
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.