What is the purpose of the role?
We are continuing to build on the success of our Customer Incident team who support customers during supply incidents. Our next step is to operationalise a refreshed customer Ambassador capability, ensuring we can better plan and support our customers at scale when they need us, with employee volunteers and partners. We are introducing a number of Ambassador Coordinator roles who will oversee the day to day processes of scheduling, dispatching and ensuring the welfare of our Ambassadors and at times our Customer Reps or others, while also building the pool of volunteers and ensuring they are equipped with what they need to perform the role - from training to footwear.
What makes this role unique?
This role is brand new and you will have the opportunity to play a part in shaping it. Supported by the Customer Incident Lead, you will make important decisions and take swift action to ensure we have the right people at the right time in the right location, supporting our customers. When the opportunity arises, you will also support the Customer Incident Lead on a range incident related activities and so this role will offer a level of stakeholder exposure and career development, if that's what you're looking for. You'll also engage with stakeholders around the business to promote the Ambassador group and encourage the growth of this team.
What will this role involve?
Act as the first point of contact for enquiries from internal or external customers and business partners regarding Ambassadors and Customer Reps, forwarding specialist requests as appropriate.
Collate data and produce standard reports for use by the Customer Incident Lead and wider stakeholders regarding the performance of Ambassadors: e.g. Mobilisation, deployment, management and close down KPIs, Ambassador feedback, rota coverage, resource pool metrics.
Maintain Ambassador lists ensuring they are up to date and warn of risks and issues identified: Trigger recruitment if necessary.
Mobilise, deploy, support and close down Ambassador response when requested by the Customer Care Lead, following defined processes accurately. Identify and share areas for improvement with the Customer Care Lead.
All communications to Ambassadors and their line managers: Utilising existing templates and identifying emerging requirements. Where appropriate liaising with the Customer Care Lead and Communications team to produce new materials.
Recruitment: Coordinating, implementing campaigns and all related on-boarding activity, to increase and enhance our Ambassador network.
Ambassador satisfaction score, surveyed post deployment.
You will work on a rotating working pattern between 6am - 11pm, 7 days a week - a shift allowance is included.
What are we looking for?
The ideal candidate will be a confident person with outstanding communication skills and experience of successfully influencing people and situations outside of your direct control. You will be customer and colleague focussed, balancing decisions in the interest of customers and for the safety of colleagues. You will have strong decision making skills and be used to working under pressure and to very reactive and tight deadlines. Proven experience and a reputation of being a positive role model and driving change through people and processes and the willingness to be flexible when the need arises, to ensure the appropriate team cover shifts during the required working hours is key.
Thames Water information and salary details
This role is based at our offices in Reading, Berkshire and we are offering a salary between £26,350 and £31,000 dependant on skills and experience. You will also receive a 5% unsociable hour's shift allowance. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 23/11/2018.