Customer Service Team Manager

1 week ago

Snodland, United Kingdom South East Water Full time
Can you guide a team to deliver it’s goals?

Do you inspire others to excel in their performance?

We want to be the water company people want to be supplied by and want to work for.

You will be leading a team in our Customer Service area with two available roles: one as a phone Team Manager and the other as a Quality and Training Team Manager. You’ll need experience as an Assistant Manager at South East Water or previous management experience in a call centre or training background.

These positions require you to lead your team by embodying our company values, providing clear direction, prioritising excellent service, and demonstrating enthusiasm for reaching goals. As a leader, you will foster teamwork, recognise individual efforts, and be adaptable and flexible in your management style.

You will work with colleagues around the business to enhance processes and achieve superior customer results by understanding data to identify areas of enhancement. Attention to detail is crucial to meet regulatory and quality standards.

This is a great opportunity for someone with knowledge, passion, and experience to take the next step up and contribute to the success of our Customer Services department.

You’ll grow a career with a meaningful purpose. Be you, belong and be valued.

Come to work to be safe, valued, and trusted.
We’ll encourage you to create and pursue new opportunities for personal growth.
A place to be the real you, build deeper connections and enjoy a sense of belonging.
Be invested in helping us to create a sustainable water supply for now, and in the future.

What will you mainly be responsible for delivering?

To lead, manage, inspire and develop a high-performance culture to a team of Advisors/Assistant Managers in Customer Service
Deliver excellent customer service and achieve our CMEX score in delivering a 10/10 service to all customers
To lead and deliver excellent customer service training and quality to all CS
To manage and improve performance of Customer Service by utilising all available MI mechanisms to ensure that there is continuous innovation and create improvements
To proactively review and improve business processes systems, policies and procedures in partnership with all stakeholders in particular focussing on the needs of the customer.
To manage people in line with the company policies and procedures.
To ensure that all work carried out complies with the regulatory, DPA and industry standards.
Build relationships and maintain stakeholder management.

What do you bring to the role?

Ideally A level standard of education or equivalent or relevant experience
A NVQ Qualification Level 2 or above in Customer Service/Business Administration and/or a recognised management qualification is preferred e.g. ILM, Training Qualification
Have previous demonstrable experience of managing people in a Customer Service Centre environment
Good general IT skills in Microsoft
Passion for Customer Service
Drive for delivering results and process improvement

What you can expect from us?

Excellent Stakeholder pension scheme, up to 10% employer contribution.
5 weeks holiday plus bank holidays, increasing to 6 weeks with length of service.
Flexible annual leave policy to buy or sell holiday leave.
Paid volunteering days.
Cycle to work scheme.
Health cash plan.
Life assurance.
Wellbeing related benefits.
Electric Vehicle salary sacrifice scheme.

Everyone needs water, South East Water welcomes everyone

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

What to expect from your recruitment

Please ensure to upload a CV and Covering letter to support your application. Please quote which role – Phone or QT Channel you are interested in applying for.

If this sounds like the opportunity you’ve been looking for, apply now

#LI-DNI

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