Customer Service Operations Lead

6 days ago


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

As a key member of our North London team, you will lead a small group of customer service professionals to deliver exceptional communication services for capital projects. This role requires strong leadership skills, excellent communication abilities, and a passion for customer-centric work.

About the Role
  • Prepare and approve communication materials that meet high standards.
  • Collaborate with various teams, including project delivery and communications in partner organizations.
  • Provide prompt responses to customer inquiries and resolve any issues efficiently.
  • Participate in site visits and meetings with colleagues and external stakeholders.
Key Responsibilities
  • Motivate and coach your team to achieve challenging goals.
  • Develop accurate and clear customer-facing materials.
  • Improve performance in people and process areas.
  • Foster a strong understanding of capital projects' impact on communities.
  • Ensure good numeracy and literacy skills.
  • Prioritize customer service focus and problem-solving adaptability.
What We Offer
  • A competitive salary range of £45,000-£55,000 per annum, depending on experience.
  • Annual leave - 26 days holiday per year, increasing to 30 with length of service (plus bank holidays).
  • Access to benefits supporting health, wellbeing, and finances, including annual health MOTs, physiotherapy, and counselling.


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