Operations Team Lead

3 weeks ago


Slough, Slough, United Kingdom Thames Water Full time

Job Summary

We are seeking a skilled Team Manager to lead our Contact Centre team. As a Team Manager, you will be responsible for managing a team of Contact Centre Agents, ensuring performance targets are met, and providing excellent customer service.

Key Responsibilities

  • Manage a team of Contact Centre Agents, providing guidance and support to ensure excellent customer service.
  • Develop and implement performance management plans to meet targets.
  • Provide coaching and feedback to team members to improve performance.
  • Manage escalated phone calls and ensure customer issues are resolved promptly.
  • Work collaboratively with the team to achieve business objectives.

Requirements

  • Previous people management experience, preferably in a customer-facing environment.
  • Excellent communication and problem-solving skills.
  • Ability to work under pressure and manage multiple priorities.
  • Proven coaching and feedback skills, with a focus on team development.

What We Offer

  • A competitive salary of £32,340 per annum.
  • 24 days of holiday per year, increasing to 28 with length of service.
  • Contributory pension scheme.
  • Wider benefits scheme, including a benefits hub and personal medical assessments.

About Us

At Thames Water, our purpose is to deliver life's essential service, ensuring our customers, communities, and planet thrive. We recognize the importance of diversity and inclusion, seeking to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge.


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