Customer Services Tl

3 days ago

Dunfermline, United Kingdom Scottish Water Full time

Together we are Trusted to Serve Scotland.

Are you an aspiring or experienced Team Leader? Do you love a challenge; do you possess excellent problem solving and people skills? If so, then the Field Response Team have the role for you

In this challenging and exciting role, you will be responsible for a highly focused Customer Service team, offering you the opportunity to lead, manage, and coach a team to deliver an excellent service to our customers, whilst enhancing Scottish Water’s reputation in line with our trusted to serve vision.

A vacancy has become available within Field Response. This is a customer focused role, for a self
- motivated individual to join a very high performing team in Customer Service within the Central belt.

Main Purpose of Role

To lead, manage and coach a team of NSO’s/FSA’s within Customer Service responsible for ensuring that an excellent end-to-end customer experience is delivered, ensuring Scottish Waters customers receive a world class service.

Key Accountabilities/Tasks:
- Lead, manage, motivate and coach a highly focussed Customer Service team, ensuring provision of functional accountabilities in delivering an excellent service to Scottish Water customers, enhancing Scottish Water’s reputation- Take ownership of all customer escalations, ensuring a swift resolution.- Take ownership for and develop a culture of Health, Safety & Wellbeing with the team and ensure compliance with all Health & Safety Policies, procedures and legislation- Regular coaching of teams and individuals- Ensure strong focus on achieving our CES/CEM target
- striving for customer excellence.- Build, improve and maintain relationships with both internal and external customers and stakeholders, allowing a balanced view between the needs of customers and the capabilities of Scottish Water in delivering an excellent customer service, influencing activity and improvement as required.- Champion a culture of continuous improvement within Customer Service and with appropriate stakeholders in cost efficiency, customer service and compliance.- You will also be required to participate in an operational standby and provide support for operational incidents both in and out with normal working hours.

To be successful in this role you will:
- Have good verbal and written communication skills.- Be confident to work on your own, taking responsibility for ensuring regular tasks are carried out in a timely and efficient way.- Have strong problem solving skills and a dedication to find a solution to any issues that arise.- Have strong Health & Safety culture to ensure that all Health and Safety policies and procedures are adhered to.-
- Be a strong team leader, who can lead, support and coach a high performing team.

Essential Skills/Knowledge- Experience of managing a customer orientated business unit- In depth knowledge and experience in managing Health & Safety- Capable of building a high performing team and of developing people to realise their full potential and achieve results through effective coaching, delegation and support- Track record of successful change management and delivering efficiencies and service improvement- Ability to make decisions based within a very fast paced, customer focused environment.- Experience of engaging key stakeholders to achieve positive outcomes- Experience in water networks repair and maintenance and understanding of Scottish Water processes and practices.- Understanding of the legislative and regulatory environment within which, Scottish Water operates.- Full Current Driving License Essential

What you’ll get

The salary range for this position is £35,384 - £47,924 depending on experience.

You can also expect- 38 days of holiday per year (including public holidays) with the option to buy 5 more- Eligibility to join the defined benefit, contributory pension scheme- Annual company bonus- Life assurance scheme- Paid time off for community volunteering- Access to "SW Splash", saving you money on holidays, bills and shopping- Excellent family friendly policies around Adoption, Maternity, Parental Leave, and Flexible Working

For further info on this role please contact Robert Hendry

Do you have any support needs?

here

Working at Scottish Water

Scottish Water is one of the UK's leading water companies, the quality of drinking water and satisfaction with the service we provide our customers has never been higher - but we want to be even better - and you could help play an important part

We take employee engagement very seriously and have an inclusive and collaborative work environment where we respect people’s differences. We are committed to creating an engaging environment and a positive experience for our employees.

We were recently recognised as a Top 10 Flexible Employer in Scotland at the Flexibility Works Awards 2021 and by The Times as a Top 50 Employer for Women in 2019.

In 2019 we also won the Age Inclusive Award at The Herald and GenAnalytics Diver

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