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Operations Contact Centre Team Manager

2 months ago

Reading, Reading, United Kingdom idibu Full time
We are excited to offer a fantastic career opportunity for a dynamic and motivated individual to join our team as a Team Manager within the Operations Contact Centre department. As a Team Manager, you will lead and inspire a team of Customer Service Agents who handle inbound operational calls, ensuring exceptional service delivery and operational excellence.

What you'll be doing as a Team Manager
  • Managing a team of Contact Centre Agents dealing with inbound customer contacts.
  • Ensure that performance targets are met through regular and effective performance management of the individuals within the team.
  • Perform regular 1-2-1s and coaching sessions that lead to improved performance from both individuals and the team.
  • Provide accurate and timely information or reports to your Team Manager as and when required. Motivate your team to meet targets.
  • Offer excellent customer service at all times to both internal and external customers.
  • Demonstrate our values to both internal and external customers.
  • Manage escalated phone calls.
  • Manage individuals on your team by company policy and procedures.

Base Location: Hybrid/Reading (Kemble Court) - where you will be required to attend the office 2 days a week. These will be set days with your Team.
Working Pattern/ hours: Monday to Friday, working between 06:00 am – 10:00 pm on a rotational shift. You will also be required to work 1 Full Weekend in 3 (Saturday and Sunday) inc bank holidays.

What you should bring to the role
  • Management skills: Previous people management experience would be beneficial.
  • Communication Skills: Excellent communication skills, both verbal and written.
  • Problem Solving: Strong problem-solving abilities in a customer-facing environment and working under pressure.
  • Coaching Skills: Proven coaching and feedback skills, with a focus on team development.
  • Risk Management: Ability to identify and manage risks, escalating as appropriate.
  • Continuous Improvement: Keen to identify and drive opportunities for improvement through appropriate channels.
What's in it for you?
  • Offering a salary of £32,340 per annum.
  • 24 days of holiday per year increasing to 28 with the length of service. (plus bank holidays)
  • Contributory pension - maximum of 12% - 2x employee contribution.
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
  • Personal Medical Assessments – Open to all once a year.
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 need to 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, so we encourage you to apply as soon as possible to avoid disappointment.