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Customer Services Delivery Team Leader
4 months ago
Together we are Trusted to Serve Scotland.
About the Role
To lead, manage and coach a highly focussed team within Development Services responsible for ensuring that an excellent end-to-end customer experience is delivered. This includes the delivery of planned as well as reactive activities to ensure the timely & efficient delivery of connection activities.
Service Delivery
Lead, manage, motivate and coach a highly focussed Development Services team, ensuring provision of functional accountabilities in delivering an excellent service to Scottish Water customers by closely working with other SW departments and our delivery partners, enhancing Scottish Water’s reputation.
Information and Data Management
Ensure improvement and maximisation of the integrity of data to support reporting to understand the compliance with the end-to-end process of the customer journey. Effectively managing all scheduling, planning and information provision within team to ensure that working practices can be fully optimised to create a culture that plans and prioritises, balancing risk with customer impact.
Financial and Resource Management
Take ownership for and develop a culture for all aspects (people, financial, process and other resource) of performance management for the team ensuring that appropriate financial control, people, operational and other resource management procedures are implemented, monitored and acted on as appropriate delivering an efficient and effective service and achieving all regulatory and internal business targets.
People Management
To maximise the productivity of your team through championing both a performance management and continuous improvement culture within Development Services including:
- Regular coaching of teams and individuals- Managing staff performance and productivity through capacity planning and KPI’s- Measuring process performance and compliance using KPI’s and root cause analysis
External Relationship Management
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.
Essential Skills/Knowledge Required:
- Experience of managing a customer orientated business unit- 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 on analysis of information within a very fast paced, customer focused environment- Knowledge of the customer journey for obtaining a connection- Knowledge of using the Microsoft Dynamics system (ASTRO)- Experience of engaging key stakeholders to achieve positive outcomes
Desirable Skills/Knowledge Required:
- Operational experience and understanding of Scottish Water processes and practices.- Understanding of the legislative and regulatory environment within which Scottish Water operates.- Knowledge of water, waste, domestic and retail processes- Proficient user of Excel and ability to provide reporting from systems
The Salary range for this role is £35,384 - £47,924
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 (After one year in post)- 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
In accordance with Scottish Water’s Hybrid Working policy, it is anticipated that a large part of the role can be carried out from the location that suits you best, including from your home, but some travel will be required to Scottish Water offices and sites throughout Scotland.
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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 Diversity Awards and were winners of the Best Public Sector Employer at the Family Friendly Wor
