Complaints Team Leader

Job Summary by the careerbalance.co.uk Team:

121Job Description:Are you looking for a challenging and rewarding role where you can make a difference for our customers and our people? Do you have a passion for customer service and a proven track record of leading a high-performing team? If so, we have an exciting opportunity for you to join us as a Complaints Team Leader.

This role is accountable for leading a team in an extremely busy environment, managing a team of complaints Case Managers. You will be responsible for driving high performance and delivering an exceptionally high quality of service.
As well as supporting our people to take ownership of customer issues, driving first-time resolution, and thinking ‘outside the box’ to ensure our customers are happy when their issue is resolved.  

This role is an excellent opportunity to learn new skills whilst utilising skills and knowledge gained within Thames Water, providing job and customer satisfaction.
You will demonstrate excellent communication and social skills with a passion for delivering excellent customer service. You will show an enthusiastic and positive approach, wanting to take accountability for your tasks while managing your team effectively.

Our environment is competitive, driven, and sometimes pressurised. We have high expectations of our employees with targets set to ensure that we deliver the highest customer satisfaction and outcomes for our customers.

What you’ll be doing as Customer Team Leader

• Team Management experience handling customer enquiries in Thames Water
• Excellent verbal and written communication skills
• Demonstratable experience in supporting your teams by coaching, 121s, and performance management where appropriate
• Detailed understanding and utilisation of key systems and processes
• Passionate about customer service and taking responsibility to see a complaint through to completion
• Proven track record of continuously improving and sustaining high levels of service provided by your team

Base Location –Walnut Court, Swindon/ Hybrid
Hours – 36 hours per week – Monday to Friday

What you should bring to the role

• Team Management experience handling customer enquiries in Thames Water
• Excellent verbal and written communication skills
• Demonstrate experience supporting your teams by coaching, 121s, and performance management where appropriate
• Detailed understanding and utilisation of key systems and processes
• Passionate about customer service and taking responsibility to see a complaint through to completion
• Proven track record of continuously improving and sustaining high levels of service provided by your team

What’s in it for you?
Our complaints team is a fast-paced environment where no two days will be the same.  You will be working with like-minded people who want to make a difference to our customers. In this role, you’ll be at the heart of helping our customers who contact us through various channels about their bills, meters and service-related complaints.

• Offering between £35,000 – £45,000 per annum depending on experience
• Annual Leave -24 days holiday per year increasing to 28 with the length of service (Plus bank holidays)
• Contributory pension – Defined Contribution – Maximum of 12% -2x employee contribution
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we?
At Thames Water, our purpose is crystal clear – to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life’s essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

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.Location: South West, Swindon