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Team Leader

Posted 12 days ago by Pertemps
Location Swindon Job Type Permanent
Salary £29000 - £33000 per annum Sector Call Centre & Customer Service
About the role:
In this role you will lead, develop and manage a team of Customer Service Advisors within our busy service centre. You will be responsible for individual development of your team through coaching, motivating and by driving performance through key metrics. 

As Team Manager you will use your passion and knowledge to engage and develop your colleagues. You will gain vital knowledge in an area of the business that is critical in ensuring the delivery of excellent customer service.  

Key areas of accountability will include:

People/Performance management: You will set high standards and carry out quality monitoring to ensure we are getting it right first time. Through regular 1-2-1s and coaching sessions you will lead an improvement in your team’s performance and thus the service and experience of our customers.

Customer centricity: You will share and weave your contagious passion into everything, so our customers are truly at the heart of what we do. You will also lead by example when the need arises and manage escalated and sensitive customer complaints.

Motivation: It can be a tough environment and you will need to keep your team motivated to meet targets and to be passionate about what we do and how we get it right for our customers. You will need to communicate and share a range of messages.

Lead change: As we evolve our service recovery approach and continuously improve what we do, you will lead and embed these changes, so they become reality.
Working in a very busy blended environment managing both voice and correspondence which requires drive and focus on performance to drive performance outcomes with quality management as a key focus. 

To be successful you will have the following skills and experience:
  • Passionate about customers
  • Strong leadership skills, preferably with experience of managing a team within a customer focused, contact centre environment.
  • Be able to coach and performance manage your team to get the best for customers.
  • Inspire and motivate your team
  • Have a high level of resilience and be tenacious, ready for your next challenge.
  • Enjoy change and lead your team in a changing environment.
  • Support in working a flexible working pattern with 36 hours between 08:00-20:00 Monday-Friday with a maximum of 26 Saturdays 08:00-13:00. 
What’s in it for you?

We are committed to giving you great training and will make sure you are confident in having all the tools you need to ensure your team delivers great results!
You will be part of the UKs largest water and wastewater services providers where we celebrate our past, are proud of what we do today, we are excited about our future, and we are looking for talented Team Managers to join us on our journey. 
Our service centre is a fun, fast paced environment where you will be managing like-minded people who really want to make a difference to our customers. 

Benefits

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, offering all 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.