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First Line Customer Service Lead

4 weeks ago

Kembrey Park, United Kingdom Thames Water Full time

**Who are we?**
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
**What you’ll be doing**
A key area of focus for the First Line Customer Service Leads is to deliver exceptional customer service to our customers through strong leadership, providing first-line managers with coaching and guidance. The objective is to achieve our company goals; reducecomplaints and get things right first time, delivery of KPIs and drive continuous improvement initiatives across the department.
There will also be a heavy focus on improvement to processes with a customer centric lens, driving change and transforming our operation to reduce costs, improve service and reduce complaints.
**What you should bring to the role**:

- Contact /Support Centre managerial experience, working in a fast-paced environment
- Coach, lead, and support the team to deliver a positive customer experience in an efficient and effective manner
- Able to build great business relationships with the people who report to them, identify training/coaching needs, and deliver to the team
- Professional leadership skills, able to motivate and inspire people and gets results through others
- Ensure employees know what is expected of them and provide regular, reflective and meaningful feedback
- Good organisational and time management skills with a proven ability to plan, improve processes, problem solve and prioritise
- Strategic and tactical thinker
- High emotional intelligence
- High emotional intelligence

**What’s in it for you?**
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach with various options across workingfrom home, office and our sites.
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 including our benefits hub, which is packed full of offers and information to save you moneyand support your wellbeing.
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customerson 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 a earn bit of extra money along the way.

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