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Complaints Lead

2 months ago

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

**Complaints Lead - Customer Experience Manager**

We are seeking an experienced Complaints Lead to join our team at Thames Water. As a Complaints Lead, you will be responsible for leading a team of Complaints Advisors and promoting a high-performing culture focused on delivering quality customer experiences.

Key Responsibilities:
  • **Lead a Strong Operational Complaints Team**: Drive the successful reduction of complaints and repeat complaints.
  • **Direct Line Management**: Manage between 4 and 6 Team Managers.
  • **Accountability**: Take accountability for the overall performance of the Waste complaints teams and sustainable operational performance.
  • **Target Achievement**: Ensure targets are embedded in day-to-day activities.
  • **Relationship Building**: Build respected and strong relationships with peers, managers, and stakeholders.
  • **Feedback and Improvement**: Collate feedback and customer insight to implement improvements.
  • **Operational Planning**: Assist senior management to create detailed plans which 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 a number of levels.
  • **Cost Efficiency and Customer Satisfaction**: Deliver cost efficiencies and increased customer satisfaction scores.
  • **Team Coaching and Mentoring**: Coach and mentor teams to improve services and outputs.
Requirements:
  • **Experience in Promoting Sustainable Change**: Experience in promoting and embedding sustainable change.
  • **Leadership Experience**: Experience in leading a large team of between 20 and 50 FTE.
  • **Coaching and Analytical Skills**: Excellent coaching knowledge and experience in managing a customer service team.
  • **Analytical and Reporting Skills**: Strong analytical, reporting, and presentation skills.
  • **Customer Journey Knowledge**: Good knowledge of customer journeys and customer contact operation and understanding of first-contact resolution processes.
  • **Emotional Intelligence**: Demonstrates emotional intelligence to help people think differently in their approach.
What We Offer:
  • **Competitive Salary**: A starting 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 the length of service. (Plus, bank holidays).
  • **Contributory Pension**: Contributory pension – Defined Contribution - Maximum of 12% - 2x employee contribution.
  • **Personal Medical Assessments**: Open to all once a year.
  • **Wider Benefits Scheme**: Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.