Customer Service Advisor Manager

Thames Water

Swindon

On-site

GBP 30,600 - 37,400

Full time

14 days+

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Benefits offered by this job

Competitive Salary – Up to £34000

Annual Leave - 24 days increasing with service

Generous Pension Scheme

Performance-related pay plan

Health and wellbeing benefits

Job summary

A leading utilities provider is seeking a Customer Service Advisor Manager to oversee and enhance operational performance within a high-performing customer service team. This role focuses on developing team members, driving quality and first-time resolution for customer inquiries, and managing escalated customer complaints. The position offers a competitive salary and various benefits, and it is based in Swindon. If you're passionate about customer service and team leadership, this role is for you.

Qualifications

Demonstrable strong leadership skills.
Experience in leading a high-performing team.
Ability to coach and manage team performance.

Responsibilities

Manage a team of Customer Service Advisors.
Drive operational performance and quality.
Support customer issues for first-time resolution.

Skills

Leadership

Performance Management

Customer Service

Coaching

Resilience

Job description

Join to apply for the Customer Service Advisor Manager role at Thames Water

This is an exciting time to join a busy department and make a difference, the role will be working in a busy blended environment, managing a team of high-performing Customer Service Advisors. This role will be responsible for driving operational performance within a team and supporting our people to take ownership of customer issues, driving first-time resolution. This role will drive performance and quality and invest in supporting our customer service advisors and customers.

What you will be doing as the CSA Team Manager

People Leadership/Performance management
ntYou will set high standards and carry out quality monitoring to ensure we are getting it right the first time for our customer
s.Through regular 1-2-1s, planned and ‘in the moment’ coaching sessions, you will use performance data to lead an improvement in your team’s performance and the experience of our customer

Summary of responsibilities as a CSA Team Manager

er: Deliver Customer Outcomes
omesYou will share and weave your contagious passion into everything so that our customers are truly at the heart of what we
do.You will also lead by example and manage escalated and sensitive customer complai

Engagement

nts. EngagementIt can be a challenging environment that requires constant prioritisation and balancing of service le
vels.You will need to keep your team engaged and motivated to get it right for our custo
mers.You will be a strong influencer and able to communicate at all le

Leading Change

changeAs we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team so they become a re

Base location and hours

Based in Kembry Park, Swindon, SN2 8BN. You will be working 36 hours per week between the hours of 08:00 am and 8:00 pm, Monday - Friday. You will also be required to work Saturdays; for this, you will be given time off during the week.

What you bring to the role

the role:Passionate about getting it right the first time for cu
stomers.Must be a motivated person with a positive a
pproach.Demonstrable, strong leadership skills with experience in leading a high-performi
ng team.Be able to coach and manage the performance of your team to get the best for cu
stomers.Inspire and motivate yo
ur team.Have a high level of resilience and be tenacious- ready for your next ch
allenge.Enjoys change and leads a team in a changing envi

What’s in it for you

Competitive Salary – Up to £34000
Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank h
olidays).Generous Pension Scheme through AON.Performance-related pay plan directly linked to company performance measures an
d targetsAccess to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life a

Who are we?We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decad

es to come.Learn more about our purpose

and valuesWorking at Thames Water Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and ec

cellent benefits.If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and

our planet.Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us?

Learn more.We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help a

nd support.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.

Seniority level