We have an exciting opportunity to join the busy and experienced team as a Complaints Lead.
What you will be doing as the Complaints Lead
You will be responsible for the engagement and management of multiple teams of Complaints Advisors, promoting and driving a high performing culture focused on delivering quality customer experiences.
Duties to include but not limited to:
- Leading a strong Operational Complaints team, continuing to drive the successful reduction of complaints and repeat complaints.
- Direct line management of between 4 and 6 Team Managers.
- Taking accountability for the overall performance of the Waste complaints teams and sustainable operational performance.
- Ensuring targets are embedded in day to day activities.
- Build respected and strong relationships with peers, managers and stakeholders
- Collating feedback and customer insight to implement improvements.
- Assisting senior management to create detailed plans which identify operational activities to deliver a successful end-to-end customer contact journey.
- Preparation and presentation of regular performance reports, tailored for delivery at a number of levels.
- Delivering cost efficiencies and increased customer satisfaction scores.
- Coaching and mentoring teams to improve services and outputs.
What should you bring to the role?
- Experience in promoting and embedding sustainable change.
- Experience in leading a large team of between 20 and 50FTE.
- Excellent coaching knowledge and experience in managing a customer service team.
- Strong analytical, reporting and presentation skills.
- Good knowledge of customer journeys and customer contact operation and understanding of first-contact resolution processes.
- Demonstrates emotional intelligence to help people to think differently in their approach.
What’s in it for you?
- A starting salary of £41,440 and up to £50,000 per annum depending on skills and experience
- Annual Leave – 26 days holiday per year increasing to 30 with the length of service. (Plus, bank holidays).
- Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
- Personal Medical Assessments – Open to all once a year.
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We must keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment.