Customer Solutions Team Leader - 12-Month FTC

Severn Trent; Leicester Forest East; On-site; GBP 35,000 - 39,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days holiday + bank holidays (and a

Pension scheme (double employer)

Sharesave

Training and development (Academy)

Electric vehicle scheme

Family-friendly policies

Volunteer days

Job summary

Severn Trent is recruiting a Team Leader for a 12-month fixed-term contract based in our Leicester contact centre. You’ll lead a Digi water specialist team, drive first-class customer experiences via WhatsApp, Trust Pilot and social channels, and own service outcomes for your customer base with autonomy over processes and decisions.

We’re seeking people with strong leadership, a passion for coaching, and a commitment to continuous improvement.

Responsibilities

• Day to day coordination of your team, including prioritisation of work (e.g. between customer facing tasks and ad-hoc projects and scheduling)
• Helping the team by dealing with customer escalations through both WhatsApp, Trust Pilot as well as email and looking for opportunities to avoid future escalations
• Monitoring and maintaining performance & response handling times in line with expectations
• Monitoring any complaints to ensure awesome resolutions within agreed timescales.
• Identifying opportunities for improvement: for example, in day-to-day processes, team organisation, quick technology wins, or indeed in any way that you think would improve the team’s performance
• Working directly with peers in a collaborative manner to drive performance
• Being the super hero’s – moving in to support other teams who need your help
• Not forgetting about yourself! What other training might you find useful? Are there other things you’d like to be involved in or incorporate into your role? Would training from/shadowing other members of the team or company be useful?

Job description

Severn Trent is recruiting a Team Leader for a 12-month fixed-term contract based in our Leicester contact centre. You’ll lead a Digi water specialist team, drive first-class customer experiences via WhatsApp, Trust Pilot and social channels, and own service outcomes for your customer base with autonomy over processes and decisions.

We’re seeking people with strong leadership, a passion for coaching, and a commitment to continuous improvement.