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Complaints Operations Manager

2 months ago

Reading, Reading, United Kingdom Thames Water Full time
Job Description

At Thames Water, we are seeking a highly skilled and experienced Complaints Operations Manager to join our team. As a key member of our leadership team, you will be responsible for driving the successful reduction of complaints and repeat complaints, while promoting a high-performing culture focused on delivering quality customer experiences.

Key Responsibilities:
  • Lead a Strong Operational Complaints Team: Continue to drive the successful reduction of complaints and repeat complaints, ensuring a high-performing culture focused on delivering quality customer experiences.
  • Direct Line Management: Manage a team of between 4 and 6 Team Managers, providing guidance and support to ensure the successful delivery of customer experience initiatives.
  • Accountability: Take accountability for the overall performance of the Waste complaints teams and sustainable operational performance, ensuring targets are embedded in day-to-day activities.
  • Relationship Building: Build respected and strong relationships with peers, managers, and stakeholders, ensuring effective communication and collaboration.
  • Feedback and Improvement: Collate feedback and customer insight to implement improvements, ensuring a continuous cycle of improvement.
  • Operational Planning: Assist senior management in creating detailed plans that identify operational activities to deliver a successful end-to-end customer contact journey.
  • Performance Reporting: Prepare and present regular performance reports, tailored for delivery at various levels, ensuring stakeholders are informed and engaged.
  • Cost Efficiency and Customer Satisfaction: Deliver cost efficiencies and increased customer satisfaction scores, ensuring a positive impact on the business.
  • Coaching and Mentoring: Coach and mentor teams to improve services and outputs, ensuring a culture of continuous improvement.
Requirements:
  • Experience: Proven experience in promoting and embedding sustainable change, with a track record of driving successful complaint reduction and customer experience initiatives.
  • Leadership: Experience in leading a large team of between 20 and 50 FTE, with a strong ability to motivate and inspire teams.
  • Coaching and Mentoring: Excellent coaching knowledge and experience in managing a customer service team, with a strong ability to develop and improve team performance.
  • Analytical and Reporting Skills: Strong analytical, reporting, and presentation skills, with the ability to communicate complex data insights to stakeholders.
  • Customer Journey Knowledge: Good knowledge of customer journeys and customer contact operations, with an understanding of first-contact resolution processes.
  • Emotional Intelligence: Demonstrates emotional intelligence to help people think differently in their approach, with a strong ability to build and maintain relationships.
What We Offer:
  • Competitive Salary: A competitive salary of £41,440 and up to £50,000 per annum, depending on skills and experience.
  • Annual Leave: 26 days holiday per year, increasing to 30 with length of service, plus bank holidays.
  • Pension Scheme: Contributory pension scheme, with a maximum of 12% employer contribution.
  • Personal Medical Assessments: Open to all employees once a year.
  • Benefits Scheme: A comprehensive benefits scheme, including a benefits hub packed full of offers and information to save employees money and support their wellbeing.