Position Overview & Specifications

We have a great opportunity for a 12-month fixed term Contract for an Customer Services Manager.

What will you be doing?

The role is responsible for managing the Customer Services team, the operational running of the contact centre and managing the assurance process that is required to meet OFWAT, CMeX and GSS requirements. The role will be required to work closely with all teams across the Customer Hub to maximise productivity and performance through continuous improvement, cross skilling, and process refinement. This is in line with the business blueprints. The role will also be responsible for managing and leading change so that a multi-skilled function can be established and maintained in the customer hub.

Within this role you will manage a team of 16 employees who are in the Customer Services team.

Day to day you’ll be…

Conducting 121’s, supporting personal development, implementing performance management when/if needed, absence management and ,conducting recruitment
Working closely with peers to manage change so a multi-skilled function can be established and maintained in the customer hub.
Leading and managing the team to work towards delivering the business performance commitments for customer satisfaction and to respond to customer contacts through various channels.
Promoting regulatory compliance in relation to consumer related requirements, e.g CMeX, GSS
Handling customer contact when needed to avoid escalations where possible.
Driving a ‘right first-time attitude’ and working collaboratively.
Managing the GSS, Customer Promise and payments obligations.
Representing at various external meetings
Responsible for the admin of the CRM system including testing and training
Manage the customer relations and outbound communication during renovation schemes.

What we’re looking for...

Strong leadership skills
Excellent communication skills with a high level of verbal and written fluency
Strong interpersonal and communication skills (written, oral, and formal presentation) with all levels in the organisation.
Excellent at managing and implementing change.
Building and maintaining relationships with internal and external stakeholders
Ability to multi-task and manage priorities to meet business needs and meet deadlines.
Problem solving skills.
Experience of dealing with individuals at all levels within an organisation

Importantly, you will need to demonstrate our core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.

What’s in it for you?

As well as a friendly, supportive working environment and opportunities for development, the role also offers: