About the role
In this role you will lead the performance of a team of customer service advisors within Property Searches in accordance with the scheduled resource/search plans and processes.
The role is both proactive in analysing operational performance, trends and insights to improve business results, customer service and effectiveness, and reactive in responding to day to day changes in circumstances and demands of our customers.
This is a 10 – 12-month fixed term contact based in Central, Reading.
Key areas of accountability will include:
- Organise the team of customer service advisors to meet operational requirements,
- demonstrating flexibility and responsiveness in driving best practice.
- Liaise and work effectively with line management to convert resource plans and business tasks into daily actions.
- Analyse operational activities, daily workflows and practices to identify opportunities for continuous improvement, providing insights and recommended solutions to line management.
- Organise team to ensure that an appropriate level of debt is maintained, ensuring regular credit control activities are pursued.
- Develop the necessary standards to deliver a high level of customer satisfaction and promote the Thames Water Property Searches unique selling proposition to customers to improve sales practices and effectiveness.
- Be aware of changing circumstances and trends over time to provide real-time communications to keep people informed and enabled to respond.
- Develop individual and team performance by understanding current skills and abilities, building on strengths where possible and putting in place development plans where appropriate to meet business objectives.
- Produce weekly/monthly reports on both CE performance and our debt position.
- Understand and apply plans and schedules provided to maximise resource & performance.
- Demonstrate responsiveness and responsibility in flexing resources according to volumes in order to meet immediate requirements and feed into future models.
- Act as internal communications champion to the team and the wider business to generate a true focus on the customer and help us to deliver an appropriate customer experience.
To be successful in this role you will have the following skills and experience:
- Positive can-do attitude with a good management background and a passion for customer experience and service.
- Experience in training or coaching peers/colleagues is advantageous
- Proficient in Microsoft packages and intermediate to advanced skills in Excel
- Good commercial acumen and communication skills.
What’s in it for you!
This is a great opportunity to lead a team of advisers in Thames Water's Property
Searches Team. This is a very proactive role in which no day will ever be the same. You will need to be adaptable and flexible to manage both your work and supervise the team.
Our competitive salary package includes an excellent contributory pension, 26 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 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 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.