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Customer experience team leader (customer service a

Thames Water
Date Posted
6th December 2018
Customer Service
£24,000 to £33,000 Per Annum

What is the purpose of the role?

In this role you will lead the performance of a team of customer service advisors within Property Searches in accordance with the scheduled resource/search plans and processes. The role is both proactive in analysing operational performance, trends and insights to improve business results, customer service and effectiveness, and reactive in responding to day to day changes in circumstances and demands.

What makes this role unique?

This is a great opportunity to lead a team of 9 advisers in Thames Water's Property. Searches Team. This is a very proactive role in which no day will ever be the same. You will need to be adaptable and flexible to manage both your work and supervise the team.

What will this role involve?

Day to day duties and responsibilities may include;

Organise the team of customer service advisors to meet operational requirements, demonstrating flexibility and responsiveness in driving best practice.

Liaise and work effectively with line management to convert resource plans and business goals into daily actions.

Analyse operational activities, daily workflows and practices to identify opportunities for continuous improvement, providing insights and recommended solutions to line management.

Organise team to ensure that an appropriate level of debt is maintained, ensuring regular credit control activities are pursued.

Develop the necessary standards to deliver a high level of customer satisfaction and promote the Thames Water Property Searches unique selling proposition to customers to improve sales practices and effectiveness.

Be aware of changing circumstances and trends over time to provide real-time communications to keep people informed and enabled to respond.

Develop individual and team performance by understanding current skills and abilities, building on strengths where possible and putting in place development plans where appropriate to meet business objectives.

Produce weekly/monthly reports on both CE performance and our debt position.

Understand and apply plans and schedules provided to maximise resource & performance.

Demonstrate responsiveness and responsibility in flexing resources according to volumes in order to meet immediate requirements and feed into future models.

Act as internal communications champion to the team and the wider business to generate a true focus on the customer and help us to deliver an appropriate customer experience.

What are we looking for?

To be successful with your application we need someone with a positive can do attitude that has a good management background and a passion for customer experience. Ideally you will have understanding of search administration. If you have any experience in training or coaching peers/colleagues it will be highly advantageous in your submission. Good PC, commercial and communication skills are a must to be considered.

Thames Water information and salary details

This role is based in Reading and is offering a salary between £24,650 -£33,350. 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 opportunities employer; please help us maintain this by ensuring you omit your date of birth from your CV. Applications for each vacancy are considered in isolation and short listing is always based on how closely applications match the role profile for each vacancy.

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 20/12/2018.

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