Customer Service Team Leader

• About The Role:
  
  

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.

This role will be within our demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.

Want to be a part of it?

What will you be doing?

As our Call Centre Team Leader you'll be working collaboratively with our Client Thames Water to deliver the Smart Metering Programme covering several different workstreams.

Ensure your people deliver the highest standard of customer service within the Call Centre.

Complete additional project work as required and manage the team within your budget.

Manage our delivery to optimise performance, customer experience & commercial objectives.

Ensure all Call Centre activities are completed compliantly and within SLA. Compliance is specified by the Regulators, OfWAT, MOSL, Environment Agency, Highways Authorities & Consumer Council for Water.

Understand CMEx and DMEx measures and ensure that your team are compliant with these

Drive productivity within Call Centre to achieve targets and goals as specified by our client.

Work with the Complaints Manager and Call Centre Manager to resolve customer complaints and escalations, to the satisfaction of the customer and our client.

What You’ll Bring

• Do you have the ability to build strong relationships with all internal and external stakeholders based on integrity & trust?
• Do you have strong leadership skills and experience of leading a team to deliver customer & operational excellence?
• Have you gained experience working within a regulated industry?
• Do you have people management skills
• Managing systems and databases
• Experience of demonstrating customer resolution, service improvement, and customer excellence.
• Can you draft reports and use data to drive improvements?
• Experience in a contractor/client relationship
  
  

We offer a range of benefits designed to support your life in and out of work, some of which include;

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
  
  

In addition, this role offers;

• Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
• Private health care and health care cash plan for you
• Discretionary bonus scheme
• 25 days annual leave plus bank holidays
  
  

About Us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• We’re responsible and go further for our people, clients, communities and the planet
• We’re open and seek new and better ways of exceeding expectations
• We’re together and as one team; the whole is greater than the sum of the parts
• We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
  
  

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note: Occasionally, we may close job adverts before the stated closing date. We’d encourage you to apply as soon as possible to ensure your application is considered.

For certain roles, successful candidates will be subject to 3rd party background checks as part of our hiring process. Some of our roles require drug and alcohol testing as part of our induction.

#MGroupW INDSTA

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