Customer Service Team Manager

1 day 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**
We have exciting team management opportunities to join our First Contact Resolution team and share our vision to create the best experience for our customers.
As the **Customer Service Team Manager,** you will be working in a busy blended environment, managing a team of high-performing Customer Service Advisors. You will be responsible for driving operational performance in your team, as well as supportingour people to take ownership of customer issues, driving the first-time resolution.This is an exciting time to join the business, high levels of investment have been made with the implementation of a brand-new state-of-the-art billing system.As part ofa period of investment and growth our Team Manager positions have been created in order to drive performance, and quality and to invest in supporting our customer service advisors and customers.
**People Leadership/Performance management**: You will set high standards and carry out quality monitoring to ensure we are getting it right the first time for our customers. Through regular 1-2-1s, planned and ‘in the moment coaching sessions,you will use performance data to lead an improvement in your team’s performance and experience of our customers.
**Deliver Customer Outcomes**: You will share and weave your contagious passion into everything, so our customers are truly at the heart of what we do. You will also lead by example and manage escalated and sensitive customer complaints.
**Engagement**: It can be a challenging environment that requires constant prioritisation and balancing of service levels. You will need to keep your team engaged and motivated to get it right for our customers. You will be a strong influencerand able to communicate at all levels.
**Leading change**: As we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team, so they become reality.
- You will be working 36 hours per week between the hours of 8 am and 8 pm Monday - Friday. You will also be required to work 1 in 4 Saturdays; for this, you will be given time off in the week._
**What you should bring to the role**:

- Passionate about getting it right the first time for customers.
- You must be a motivated person with a positive approach.
- Demonstrable, strong leadership skills with experience in leading a high-performing team.
- Be able to coach and performance manage your team to get the best for customers.
- Inspire and motivate your team.
- Have a high level of resilience and be tenacious, and ready for your next challenge.
- Enjoy change and lead a team in a changing environment.

**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 optionsacross working from 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, flexible working?arrangements?and a wider benefits scheme including our benefits hub, which is packedfull of offers and information to save you money and support your wellbeing.
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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