Customer Service Team Leader- Billing

Affinity Water; Hatfield; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading water utility company is seeking a Customer Experience Team Manager. This role involves managing a team of Advisors to achieve KPIs and ensure a positive customer experience. Strong leadership and communication skills are essential. The position offers competitive salary, development opportunities, and various employee perks including annual bonus scheme and generous leave policies.

Benefits

Annual leave up to 27 days

Learning and development opportunities

Annual bonus scheme

Double match pension scheme

Family benefits

Wellbeing support

Volunteering days

Life Assurance

Qualifications

• Inspirational leader with strong communication skills.
• Ability to manage teams and ensure regulatory compliance.
• Experience in coaching and development.

Responsibilities

• Manage a team to deliver outstanding customer experience.
• Ensure compliance with regulatory standards.
• Support team development and handle underperformance.

Skills

Leadership

Communication skills

Organizational skills

Problem-solving

Time management

Job description

This role will include managing a team of front-line Advisors to deliver outstanding customer experience focused on 'resolve first time, every time' by positively achieving challenging Key Performance Indicators (KPIs).

Responsibilities

• Ensure regulatory compliance standards are consistently achieved (DPA, customer records) along with a thorough knowledge of C-MeX.
• Coach, lead and support the team to deliver a positive customer experience in an efficient and effective manner with resolve first time, every time' approach.
• Manages underperformance within the team and supports with effective development plans in a timely manner, maintaining attrition levels within plan.
• Inspirational and creative leader with first class communications skills (both written and verbal).
• Builds great business relationships with the people who report into them, identifies training/coaching needs and delivers to the team.
• Promotes a culture of diversity and inclusivity throughout the workplace.
• Confident managing operational incidents putting the customer & team wellbeing at forefront when making critical decisions.
• Ability to empower and engage the team, making Affinity Water a great place to work.
• Professional leadership skills, able to motivate and inspire people and get results through others – ensures employees know what is expected of them and receive regular, reflective and meaningful feedback.
• Good organisational and time management skills with a proven ability to plan, problem solve and prioritise.
• Ability to manage and oversee operational incidents putting the customer & team wellbeing at forefront when making critical decisions.
• Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve and is committed to building a more inclusive culture where every member of our workforce can thrive.

Additional information

• You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.
• Hours of work: The billing Contact centre covers 08:00–20:00 (Monday to Saturday) on a pattern. Pattern options include: 08:00–16:30, 08:30–17:00, 09:30–18:00, 11:30–20:00.
• Competitive salary dependant on skills and experience.
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 23–27 days rising with length of service, with the option to purchase up to 5 extra days.
• A 'Celebration Day' in addition to public holidays for religious or other important occasions.
• A generous 'double match pension scheme' that doubles your contributions (company contribution capped at 12%).
• Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for physical and mental health.
• Discounts at a range of retail outlets and on dental and medical insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.