Customer Service Team Leader

Job Title: Customer Service Team Leader
Contract Type: Permanent
Location: Swindon
Salary: £25000 per annum
Start Date: 2019-10-15
Reference: 4658
Contact Name: Robyn Smith
Contact Email:
Job Published: October 15, 2019 09:42

Job Description

About the role:

This is a brand new opportunity to join one of the UK’s largest and best known utilities provider.

As part of Wholesale Market Services, you will lead a team of registration associates. The team is involved in operating and managing the processes involved in data integrity within the market, ensuring day to day tasks are monitored, understood and controlled, guaranteeing service level agreements have been met. You will have the ability to provide technical advice to associates when troubleshooting daily tasks as well as continuously monitor the team’s workload and development.

You will identify the strengths of your team and utilise their skills for providing reports that are integral to Wholesale Market Services. You will be required to analyse registration reports, highlight risks and opportunities that may exist from trends seen in market transactions. You will be required to work with the team to troubleshoot issues that are required to be escalated or resolved. You will take the lead with data analysis and integrity, making amendments and monitoring enquiries that fall under the Registration team.

You will work with the Registration Manager to identify risks and opportunities within WMS and ensure that training and support material are up to date, and in line with current registration policies and procedures. You will coach the team to meet business objectives and be responsible for providing individual performance reviews.

To be successful you will have the following skills and experience:
  • Team management experience, specifically related to teams, dealing with the management of technical information and reporting using an array of systems and tools.
  • Strong interpersonal and communication skills with the ability to lead.
  • IT Skills are essential, with experience on excel and other database software.
  • Strong analytical and numeracy skills.
What’s in it for you:

The UK water industry is rapidly evolving - all business customers now have a choice of their water and wastewater supplier. The business are responding to this challenge by becoming more market-focused, and implementing innovative changes needed to enable this competitive choice.

As part of the wholesale market services, this team is required to facilitate the delivery of the business’s new market obligations. They enable the sale of services to all companies licensed to operate in the water markets, this equates to over £400m of revenue that is managed within the team, as well as managing approximately £40m of risk associated with market compliance.

You will be joining a relatively new team and division with a welcoming and enthusiastic group of people. The role is varied, giving you the opportunity to take responsibility and ownership, to think outside the box and to have thoughts and ideas used to create and improve processes.

You will gain wide exposure into many different business units, making this a great opportunity to experience the business as a whole.
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. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community around Swindon, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

About us:

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning poo into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.