AddressAre you a talented leader who is passionate about delivering outstanding Customer Service? If so, we have an incredible opportunity for you as a Customer Service Team Manager!
We are looking for a dynamic and enthusiastic individual with proven experience leading teams to help deliver exceptional Customer Service to customers.
What you'll do
As a Customer Service Team Manager, you'll manage a team of Customer Service Advisers to ensure they provide outstanding Customer Service on telephone calls, web chat and SMS while maintaining our excellent performance record and regulatory objectives. You'll also maintain accurate information and strive to improve performance standards for yourself, the team and the department.
You'll be integral in maintaining our excellent performance record and regulatory objectives, while also striving to improve performance standards for yourself, your team and the department. You will have the ability to motivate and inspire your team to achieve their goals and exceed customer expectations.
You'll be working closely with other teams and departments to ensure that our customers receive exceptional service. As a flexible and positive individual, you'll have excellent communication and leadership skills, and be able to motivate and inspire your team to achieve their goals and exceed customer expectations.
Day-to-day duties include:
- managing a team of Customer Service Advisers, including recruitment, training and development
- ensuring the team achieve customer satisfaction targets through a quality-led service
- resolving escalated customer complaints
- motivating the team and actively contributing to its success
- supporting the Contact Centre Manager and Customer Experience Manager with the delivery of new initiatives and projects.
What you'll need
We are looking for an enthusiastic individual who has a real drive to deliver excellent Customer Service. You will have effective communication skills and be confident liaising with staff and customers at all levels, as well as being an effective leader to your team.
You should also have:
- experience managing a team of Customer Service Advisers
- proven ability to change/manage culture with a positive outlook
- the ability to make decisions quickly and influence outcomes to meet individual and business needs
- good IT literacy
- an NVQ Level 3 in Customer Services (desirable but not essential)
- previous experience using Microsoft Dynamics, Cisco and the BT call centre communications package (beneficial).
What you'll receive
- Total pension contributions up to 20%.
- Career progression and professional development opportunities.
- 25 days' holiday rising to 28 with length of service.
- The opportunity to buy up to ten days' holiday and sell up to five every year.
- A healthcare package that allows you to claim back healthcare costs.
- Life assurance of up to eight times your salary.
- A new electric car in exchange for part of your gross salary.
- Cashback and discounts from more than 3,000 retailers.
- One paid volunteering day each year.
- Enhanced family leave and pay arrangements.
- An interactive health and wellbeing platform.
- Support from mental health first aiders.
- A £1,000 referral fee if you recommend someone to work for us.
Who we are
We are one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.
The work we do goes beyond providing an essential public service. We also aim to have a positive impact on the communities we serve and the natural environment.
Our people tell us Wessex Water is a great place to work, which is why so many of them stay with us! You will have the opportunity to develop and progress your career, while also receiving health and wellbeing support.
We also continue to promote diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.
This is an exciting opportunity to join us and if you would like to be part of our journey, we would love to hear from you. Please do not hesitate to let us know about any additional support you may need.
Sound interesting? Apply to start your application.
