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Customer field team lead

Thames Water
Date Posted
28th November 2018
Customer Service
£34,000 to £46,000 Per Annum

What is the purpose of the role?

Over the last year, we've created a successful Customer incident team that supports customers during interruptions to water and wastewater services. The team work alongside our Operations colleagues to offer a high level of support to customers across our contact channels, from phone to doorstep. The help we offer customers can range from visiting customers in vulnerable circumstances to providing full support during complex incidents affecting large numbers of customers. We have a great opportunity for an experienced manager with a flexible approach to take charge of our Customer field team and take it to the next level. You'll lead our growing team of Customer Reps and support roles plus help drive new ways of working to make us the industry leaders. You'll ensure the team are motivated, valued, focussed and organised so they can deliver the very best service to customers.

What makes this role unique?

How our business manages incidents is critical and a real focus for change. This role is a great opportunity to make a genuine difference, along with great exposure for the right applicant. This is not a straightforward people management role - although of course it includes that, there are new processes to figure out and implement, new business partnerships to form and new technology to design and build. There's a broad range of challenges here and they won't all be handed to you - you will actively seek them out.

What will this role involve?

In this role you'll be responsible for leading your team managers and their growing teams of customer reps plus our continuous improvement analyst.

You'll be accountable for the efficiency and quality of service your team provides to customers.

You'll lead on designing and implementing our services to customers and figuring out what you need to make that a success.

This role is also accountable for reviewing our performance during and after incidents, by chairing a regular customer focussed wash-up meetings, tracking the actions and linking the learnings to improvements and benefits.

This role will require strong working relationships with a broad range of teams within the business, so the successful applicant will be a confident communicator at all levels and know how to present information professionally.

What are we looking for?

You'll already be a successful manager with strong leadership skills, with experience of motivating and inspiring a successful team of people, as well as being confident with outstanding communication skills. You'll have an analytical mind, understanding how to visualise the output of your team through new reporting metrics. You'll know how to build up a network of contacts and be quick to form good relationships with your key stakeholders. Ideally you'll have experience of influencing senior stakeholders too. You'll know what it's like to work under pressure and it won't phase you. You'll know how to make a balanced decision - one that's right for the business but tipped towards customers. You'll have proven experience and a reputation of being a positive role model and driving change through people and processes. You'll be willing to be flexible when the need arises, making sure we're there for our customers when they need it.

Thames Water information and salary details

This role is based in Reading and is offering a salary between £34,000 and £46,000 dependent on skills and experience. 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.

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

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

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