CSA Team Manager

Thames Water Utilities Limited; Swindon; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

Join Thames Water Utilities Limited as a Customer Service Team Manager, where you'll lead a team in delivering outstanding customer service. This role encompasses performance management, coaching, and driving improvements to enhance customer satisfaction. Enjoy competitive salary, comprehensive training, and a dynamic working environment.

Benefits

Comprehensive training

Holiday entitlement

Benefits supporting wellbeing

Qualifications

• Experience managing high-performing teams.
• Ability to coach and performance manage effectively.
• Strong customer-focused approach.

Responsibilities

• Manage a team of Customer Service Advisors.
• Drive operational performance and first-time resolution.
• Lead by example, manage escalated complaints.

Skills

Leadership skills

Coaching

Performance management

Communication

Resilience

Job description

Job title: CSA Team Manager Ref 41094

Division: Retail

Location: Hybrid - Walnut Court - SN2 8BN

Contract type: Permanent

Full/Part-time: Full-time

Hours: 36 a week

Salary: Competitive salary from £28,000 - £35,000 per annum.

Job grade: B

Closing date: 13/06/2025

We have an exciting team management opportunity to join our First Contact Resolution team and share our vision to create the best experience for our customers.

What you’ll be doing as Customer Service Team Manager

As the Customer Service Team Manager, you will be working in a busy blended environment, managing a team of high-performing Customer Service Advisors. You will be responsible for driving operational performance in your team, supporting our people to take ownership of customer issues, and driving first-time resolution. This role is part of a period of investment and growth, including the implementation of a new billing system. Your focus will be on performance, quality, and supporting our customer service advisors and customers.

People Leadership/Performance management

You will set high standards, carry out quality monitoring, and use performance data to improve your team’s performance and customer experience through regular coaching sessions.

Deliver Customer Outcomes

You will lead by example, manage escalated customer complaints, and ensure customer satisfaction remains a priority.

Engagement

Maintaining team engagement and motivation in a challenging environment will be key. You should be a strong communicator and influencer at all levels.

Leading change

You will lead and embed service improvements and changes positively within your team.

Working hours are 36 per week, between 8 am and 8 pm, Monday to Friday, including 1 in 4 Saturdays with time off in lieu.

What you should bring to the role

• Passion for getting it right the first time for customers.
• Motivation and a positive approach.
• Strong leadership skills and experience managing high-performing teams.
• Ability to coach and performance manage effectively.
• Inspiration and motivation skills.
• Resilience, tenacity, and readiness for challenges.
• Enjoyment of change and leading teams through transformation.

What’s in it for you?

Join a customer-centric team with comprehensive training, competitive salary, holiday entitlement, and benefits supporting your wellbeing and finances.

Application process

Apply now to start your journey with Thames Water. We look forward to welcoming you!

About Thames Water

We are the UK’s largest water and wastewater company, serving over 16 million customers. We aim to build a better future, helping communities and the environment thrive. We offer diverse, rewarding careers with opportunities for growth, flexible working, and excellent benefits.

We are committed to diversity and inclusion, supporting applicants throughout the process. Join us and make a difference in water sustainability and customer service.

Note: The advert may close early due to high application volume. Apply promptly to avoid missing out.