Customer Service Team Lead

18 hours ago


Essex, United Kingdom Morrison Utility Services Limited Full time

About Morrison Utility Services Limited

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Morrison Utility Services Limited is seeking a Call Centre Team Leader to manage our contact centre, working collaboratively with Client Thames Water on the Smart Metering Programme covering several different workstreams.

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The primary purpose of this position is to deliver the metering programme for Thames Water, installing and replacing water meters. The Developer Services contract involves connecting new clean water supplies to the London area.

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This is a hybrid working position, requiring 2-3 days minimum in the office based at Langley.

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As a Call Centre Team Leader, you will ensure all Call Centre activities are completed compliantly and within Service Level Agreement (SLA) timescales. Compliance is specified by Regulators, OfWAT, MOSL, Environment Agency, Highways Authorities & Consumer Council for Water, as well as client processes and procedures.

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You will work with the Complaints Manager and Call Centre Manager to resolve customer complaints and escalations, driving improvements to service delivery through positive working relationships with departments and clients.

">Key Responsibilities:">
  • Experience of leading and managing hybrid and home workers.
  • Experience of demonstrating customer resolution, service improvement, and customer excellence.
  • Proven people management skills.
  • Ability to manage systems and databases.
  • Ability to draft reports and use data to drive improvements.
  • Experience in a contractor/client relationship.
">Benefits">
  • Private Health Care
  • Access to our Employee Assistance Programme
  • Life Assurance
  • 25 days' annual leave plus 8 days' bank holiday
  • Enhanced Maternity & Paternity policy
  • Cycle to work Scheme
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Estimated Salary: $65,000 - $85,000 per annum

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Location: Langley Office

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Job Type: Full-time



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