What is the purpose of the role?
Working as a Team Leader, you will have an exposure to a wide variety of stakeholders including contractors and suppliers. You will be managing a team who deal daily externally with Local Authorities, minor and major house builders, designers, consultants and individual homeowners and internally with multiple teams and departments which provide opportunities to enhance and build long lasting relationships. You will be responsible for up to 15 staff, ensuring the team performance is managed and monitored through KPI's that relate to statutory timescales, financial targets and customer experience. In an ever changing environment, you will be in a position to support and assist the implementation of new processes and systems, enhance training material and improve the service offering we deliver to our customers. Thames Water supports continual development in this role and across the wider business.
What makes this role unique?
Working as a Team Leader, you will be responsible for driving performance and success across the team. The team itself is responsible for technically assessing, consenting and approving Sewer Adoption applications within statutory timescales. During this process, you must ensure that our customer is at the heart of everything we do as well as ensuring our assets are fully protected.
What will this role involve?
Ensuring the team technically assess and consult on applications for the effective delivery of Adoption agreements and Pre Planning enquiries within statutory timescales.
Major contribution to Developer Services waste water WaterUK metrics and company performance throughout the industry.
Responding to internal and external customer escallations, complaints and CSAT initiatives.
Prioritising work to deliver a good customer experience, being prepared to take decisions and being innovative in approach to improve customer satisfaction.
Proactively managing workloads to meet customer demands.
Taking corrective action when jobs are in jeopardy or failing to meet the customer agreed date or service requirements.
Ensuring positive and prompt responses to requests for additional information from other internal team's to resolve customer issues and complaints.
Maintaining and recording quality, accurate, up to date information on relevant systems.
Assist in the implementation and subsequent maintenance of new methods of working.
Carrying out regular team hubs and meetings to ensure the team know what is expected of them and provide regular updates in manager meetings, providing timely, relevant and influential communications.
Engaging in regular 1 to 1's with the team members, delivering their PDR scores and ensuring and issues are dealt with in an efficient and timely manor.
Maximising performance, engagement and moral within the team.
Coaching and mentoring less experienced colleagues.
What are we looking for?
You must have at least two years previous experience of managing a team, preferably a background in the Water Industry, with a working knowledge of Sewers for Adoption and the Water Industry Act, although this is not essential. A track record of comprehensive customer service delivery. Strong communication skills are essential and the ability to maintain and develop good working relationships to deliver exceptional customer service. Evidence of developing teams to their full potential - engender empowerment, efficiency, engagement and excellence. Previous experience of driving and embedding change. You must be able to prioritise high volumes of work in a fast paced environment where daily responsibilities can change and use your initiative to find an appropriate resolution. You must have good problem solving skills and be able to work as an integral part of a larger team. Previous experience of dealing with customer complaints both written and verbally is advantageous. A good level of literacy and numeracy is essential.
Thames Water information and salary details
This role is based out of Clearwater Court in central Reading and is offering a salary between £30,000 - £34,000 depending 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 opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 17/12/2018.