Join to apply for the Customer Service Advisor Manager role at Thames Water
This is an exciting time to join a busy department and make a difference, the role will be working in a busy blended environment, managing a team of high-performing Customer Service Advisors. This role will be responsible for driving operational performance within a team and supporting our people to take ownership of customer issues, driving first-time resolution. This role will drive performance and quality and invest in supporting our customer service advisors and customers.
What you will be doing as the CSA Team Manager
- People Leadership/Performance management
- ntYou will set high standards and carry out quality monitoring to ensure we are getting it right the first time for our customer
- s.Through regular 1-2-1s, planned and ‘in the moment’ coaching sessions, you will use performance data to lead an improvement in your team’s performance and the experience of our customer
Summary of responsibilities as a CSA Team Manager
- er: Deliver Customer Outcomes
- omesYou will share and weave your contagious passion into everything so that our customers are truly at the heart of what we
- do.You will also lead by example and manage escalated and sensitive customer complai
Engagement
- nts. EngagementIt can be a challenging environment that requires constant prioritisation and balancing of service le
- vels.You will need to keep your team engaged and motivated to get it right for our custo
- mers.You will be a strong influencer and able to communicate at all le
Leading Change
- changeAs we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team so they become a re
Base location and hours
Based in Kembry Park, Swindon, SN2 8BN. You will be working 36 hours per week between the hours of 08:00 am and 8:00 pm, Monday – Friday. You will also be required to work Saturdays; for this, you will be given time off during the week.
What you bring to the role
- the role:Passionate about getting it right the first time for cu
- stomers.Must be a motivated person with a positive a
- pproach.Demonstrable, strong leadership skills with experience in leading a high-performi
- ng team.Be able to coach and manage the performance of your team to get the best for cu
- stomers.Inspire and motivate yo
- ur team.Have a high level of resilience and be tenacious- ready for your next ch
- allenge.Enjoys change and leads a team in a changing envi
What’s in it for you
- Competitive Salary – Up to £34000
- Annual Leave – 24 days holiday per year, increasing to 28 with the length of service (plus bank h
- olidays).Generous Pension Scheme through AON.Performance-related pay plan directly linked to company performance measures an
- d targetsAccess to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life a
Who are we?We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decad
es to come.Learn more about our purpose
and valuesWorking at Thames Water Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and ec
cellent benefits.If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and
our planet.Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us?
Learn more.We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help a
nd support.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service
Industries
- Utilities
Referrals increase your chances of interviewing at Thames Water by 2x
Get notified about new Customer Service Advisor jobs in Swindon, England, United Kingdom.
#J-18808-Ljbffr…