About the role:
To manage and lead a highly motivated team of 8 agents. To ensure that performance targets are met through regular and effective performance management of the individuals within the team and by motivating the team to succeed. To ensure customer promises are met and exceed customer’s expectations to provide an outstanding service. To support the regulatory reporting process and company KPI’s are met.
Key Accountabilities:
- Managing the team to carry out a variety of Incident Management tasks
- Directing work to other Thames Water departments to get responses for our customers, and many other items.
- To perform regular 1-2-1’s and coaching sessions that lead to improved performance from both individuals and the team as a whole.
- To motivate your team to ensure they feel involved and empowered to make and influence decisions made within their team and the department.
- To prevent any regulatory failures and safeguard business performance.
- Consistently provide accurate and timely information to others and meet deadlines.
- Manage escalated complaints and stake holder sensitive cases through to completion and provide feedback to the business at all levels.
- To ensure that work is completed to a high standard and that this is reflected in company systems used to record both customer interactions and work completed.
- Clearly demonstrate our values to both internal and external customers.
- Maintain a positive and focussed attitude under pressure.
To be successful, you will have the following skills and experience:
- Team Player – willing and able to both support and ask for help from colleagues when required.
- Brand Focussed – must be able to clearly demonstrate the brand values to internal/ external customers and your team to help improve the perception of Thames Water for customers who have had cause for complaint.
- Quality Focussed – works to a consistently excellent standard.
- Communication Skills – Excellent written and verbal communication skills. To all levels of the business and external customers. The ability to manage team meetings and present information clearly and succinctly ensuring a common understanding. Proven ability to build a strong relationship with team members to aid in achieving goals.
- Negotiation Skills - Able to match customer and business expectations to achieve the right result. This may require selling the solution to both parties. The ability to do this where your team may have failed.
- People management skills – able to manage and motivate teams of people to drive performance and meet targets.
- HR Focus – to ensure that the companies HR policies are applied fairly and consistently within your team and that your team is consistent with the business.
- Detail focus – able to ensure that all aspects of work are completed on time and to a high standard.
- Analytical skills – able to analyse and track trends in your team’s performance and to put in place a Performance Support Plan to drive continual improvement.
- Customer Service Specialist – able to articulate what good customer service is and ensures that your team deliver this consistently.
- Emotionally Resilient – able to cope with the pressure of multiple deadlines and stay focussed on quality while remaining positive and professional.
What’s in it for you:
This role will allow you the ability to help our customers 24/7, specifically providing support to our vulnerable customers.
Our competitive salary package includes an excellent contributory pension, 24 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 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 an award-winning mental health and wellbeing strategy.