What is the purpose of the role?
Are you seeking a role where you can make an immediate difference? Do you have operational experience in supporting or managing a customer facing or support team? Do you have some experience of developing and managing people? If Yes, then read on. The role of the Back office Team Manager is to lead and develop a team of Customer Service Agents to deliver exceptional customer service to all customers. You will support, motivate and manage your team to work multiple processes and achieve SLAs.
What makes this role unique?
This is an exciting opportunity to channel your passion and knowledge to engage and develop your colleagues. You will gain knowledge in an area of the business that is critical to ensuring the delivery of excellent customer service. With our business going through a great deal of change, this is your chance to contribute in an evolving environment.
What will this role involve?
Managing a team (supported by a Process Advisor) of 20 temporary Customer Service Agents to deliver exceptional customer service. The Customer Service Agents will be focusing on managing the Surface Water Drainage process from start to end. Provide support, direction and management to the team Developing and implementing continuous improvements to optimise performance. Manage performance to achieve targets Optimise service delivery and champion a customer focus. Lead and develop team members through regular 1:1s and coaching sessions. Prepare reports and presentations for key stakeholders as required.
What are we looking for?
We are looking for someone with evidence of relevant experience in a customer-driven environment.
You will be commercially aware and flexible in approach, as well as possessing excellent customer service skills.
You will have previous experience of working within a target driven environment, often exceeding KPIs or SLAs.
You will have the ability to lead and develop people within a team, and will ideally have some management and coaching experience.
You will be fully competent using the appropriate IT systems and Office software.
Thames Water information and salary details
This role is a 6 month Fixed Term Contract and will be based from our offices in Swindon, Wiltshire. We are offering a salary of up to £30,000, depending on your experience. In addition we have a range of benefits including an excellent contributory pension scheme, childcare vouchers, season ticket loans and paid volunteering days.
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 NA are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK. Thames Water is an equal opportunities employer.
Closing Date: The closing date for applications is 20th October 2016.