Address
Form of work
Salary Together we are Trusted to Serve Scotland.
How’s this for job satisfaction: at Scottish Water we look after Scotland's most precious natural resource.
From source to tap, we’re guarding Scotland’s reputation for refreshingly pure water, and caring for our environment at the same time.
Fancy doing your bit? Join our Customer Service Team as a Team Leader.
What you’ll do
You'll be responsible for identifying, scoping, and implementing improvements in service processes and customer communication across the business. This involves managing relevant stakeholders and using insights to show the impact on key performance measures like Customer Experience Measure (CEM), customer satisfaction, and formal complaints.
You'll develop and execute an internal communication program aimed at continuously improving performance measures, including the Customer Experience Measure (CEM) and Customer Experience Score. This will include engaging campaigns and clear, accessible reporting of performance metrics.
Managing a range of external customer communication materials such as water quality factsheets, flooding booklets, and Code of Practice will also be part of your role. You'll ensure these materials are regularly updated and explore new communication opportunities.
You'll take the lead in developing and expanding Scottish Water’s Priority Service Register (PSR). This encompasses coordinating improvement activities, managing internal and communication programs effectively, and delegating tasks appropriately. You'll also be responsible for managing current PSR data, integrating it with SW corporate systems like MS Dynamics, and exploring potential data sharing avenues in the future.
You'll lead the development and delivery of awareness and learning initiatives from service recognition programs such as GEM (Going the extra mile) and IGEM recognition schemes to maintain a continuous focus on service improvements.7
Collaboration is key in this role, as you'll work closely with various internal and external stakeholders including Customer Marketing, Public Health, Design Agencies, Print suppliers, and PSR Partners, among others.
What you’ll need
You will have a genuine passion for delivering customer service.
Experience in managing various communication channels, including print, video, and digital.
You should have a track record of successfully delivering change projects or initiatives.
Being a clear and confident communicator with effective stakeholder management skills is crucial.
The ability to work proactively and independently to scope and prioritize your workload is important.
Knowledge and experience of Microsoft packages such as Office, Sway, and Forms.
Additionally, you will have a full driver’s licence.
Looking out for you
While the work we do is important, we know it’s not the only thing that matters. That’s why we make sure you have everything you need to find a good work-life balance. We also operate a hybrid approach to working allowing for flexible working arrangements.
You’ll get plenty of time to recharge with 38 days of holiday every year (including public holidays). And you can even buy up to five more if you need a little extra time. You can also take time off to volunteer in your community.
When it comes to major life events we have family-friendly policies around adoption, maternity, and parental leave. And for the everyday? We embrace flexible working.
For your future, there’s our pension (the ‘know-what-you’ll-get-when-you-retire’ kind), and life assurance.
As for some nice extras? You can expect an annual company bonus. Not to mention access to SW Splash – handy rewards that can save you money on holidays, bills, and shopping.
The not-so-small print
From 1st April 2024 Scottish Water is moving to a new grading and salary structure. This role will be a Grade 7, with a salary range from £41,000-£51,970. New external hires will join on the minimum salary.
If you’re interested in this role – or know someone else who might be - we’ll be accepting applications until midnight on the 9th April 2024.
Job offers at Scottish Water are conditional, and will be confirmed on completion of our pre-employment screening, e.g. referencing, criminal record checks, license checks, etc. These checks are conducted on our behalf by a third party. Don’t worry - we’ll ask your permission before starting these checks.
A few final things worth knowing…
Research shows that some people avoid applying for jobs unless they can meet every single criteria. If you’re interested in this job, but don’t tick all the boxes, apply anyway! We hardly ever hire people who can do every part of a job from Day One. Everyone has a learning curve. So don’t rule yourself out!
Let us know if there are any changes we can make to our recruitment process to help you perform at your best. Lots of our people have disabilities or neurodiverse conditions (including some of our recruiters!). We're also aware that some people might be experiencing temporary challenges because of life events, like menopause. We’re very used to making adjustments, so please don’t be afraid to ask.
As part of our commitment to developing a flourishing Scotland, it’s important that all our employees are Scottish taxpayers. If you join us, your home address will need to be in Scotland. If you don’t already live here, you'll need to commit to moving here within your first three months.
Finally (finally!), candidates who haven’t submitted an application in the last 12 months will have their records removed from our recruitment database. You won’t need to do anything. Your data will be automatically deleted.
We’re here to help. Ask us anything at
SWRecruitment@ScottishWater.co.uk
