Overview

First Line Customer Service Lead Job in Swindon at Thames Water Utilites –

Who are we?


Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

What you’ll be doing

The First Line Customer Service Leads are to be responsible for the end-to-end Operational Delivery across the Thames Water Billing Customer Service function across the following channels: voice, email, webchat, WhatsApp, and social media.

A key area of focus for the First Line Customer Service Leads is to deliver exceptional customer service to our customers through strong leadership, providing first-line managers with coaching and guidance. The objective is to achieve our company goals; reduce complaints and get things right first time, delivery of KPIs and drive continuous improvement initiatives across the department.

This role is also responsible for people management to include performance, quality, absence & attrition to ensure we have the right people at the right people delivering the right results to our customers. Employee Engagement is a key component of this role so the successful candidate will need to be people-oriented with good business acumen.

There will also be a heavy focus on improvement to processes with a customer centric lens, driving change and transforming our operation to reduce costs, improve service and reduce complaints.

What you should bring to the role

Contact /Support Centre managerial experience, working in a fast-paced environment

Coach, lead, and support the team to deliver a positive customer experience in an efficient and effective manner

Able to build great business relationships with the people who report to them, identify training/coaching needs, and deliver to the team

Professional leadership skills, able to motivate and inspire people and gets results through others

Ensure employees know what is expected of them and provide regular, reflective and meaningful feedback

Good organisational and time management skills with a proven ability to plan, improve processes, problem solve and prioritise

Strategic and tactical thinker

High emotional intelligence

High emotional intelligence

What’s in it for you?

We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach with various options across working from home, office and our sites.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. Find out more about working at Thames Water

We deliver life’s essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an Ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.

About the Company

Company: Thames Water Utilites –

Company Location:  Swindon

Estimated Salary:

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About Thames Water Utilites -