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- Tasks: Lead a dynamic team to ensure top-notch customer care and satisfaction in metering services.
- Company: Join Anglian Water, a forward-thinking company dedicated to innovation and customer service excellence.
- Benefits: Enjoy flexible working, private healthcare, a bonus scheme, and up to 26 days annual leave.
- Why this job: Be part of a rapidly expanding team with growth opportunities and a commitment to making a difference.
- Qualifications: Strong leadership skills and experience in customer-focused environments are essential.
- Other info: We value diversity and inclusion, welcoming applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Location: Huntingdon
Contract: Permanent
Salary: Depending on skills and experience
At Anglian Water, our values are that together, we will: Build trust, do the right thing, and we are always exploring.
Who We Are
The Integrated Metering Alliance (IMA) is a dynamic team that provides new and replacement meters, leads water-saving initiatives, and develops innovative ways to better serve our customers. As part of Anglian Water, IMA offers a wide range of roles and opportunities, from operational frontline work to project management, data analysis, and more.
IMA operates as part of the Embedded Alliance within Anglian Water, working alongside partner organisations to share expertise and ensure the best person and team is assigned to every task. If you’re eager to join a team that’s rapidly expanding, filled with growth and networking opportunities, and committed to excellence, we want you to join us.
What Will You Be Doing as a Customer Delivery Manager?
This pivotal role within the IMA OMC management team is responsible for overseeing all Customer Contact within Metering, ensuring high levels of customer care for Metering, Smart Metering, and NHH. You will be accountable for managing all customer care activities, striving for 100% customer satisfaction and service levels. You will line manage the Customer Care Advisors within the team and manage customer contact through multiple channels.
You will ensure all customer contact and complaint handling activities are handled efficiently to maximise customer experience and support the successful completion of workstreams. By identifying enabling activities, you’ll ensure delivery of work is completed right the first time and reduce rework. This role will be integral in ensuring IMA meets its ODI obligations, particularly focusing on CMEX and RMEX, and effectively managing customer expectations and promises related to work completion.
Your leadership and managerial experience will be key in coaching your team to deliver exceptional service, while keeping up to date with new technology and processes. You will work closely with Resource and Planning to help meet the required results and contribute to overall IMA success.
You will be an expert in utilizing systems such as SAP, Oracle, and Puzzel to manage customer requirements and enhance processes, ensuring we provide top-notch service at every step.
What Attributes Are Required?
- Strong leadership and coaching skills
- Proven ability to manage customer contact and complaint handling efficiently
- Experience in driving performance improvement and customer satisfaction
- Ability to manage a dynamic team, adapting to changing priorities
- Expertise in using systems such as SAP, Oracle, and Puzzel to optimise processes
- Ability to manage customer expectations and meet service obligations (CMEX, RMEX)
- Excellent communication and interpersonal skills to engage with both internal and external customers
A Little Bit About Your Skills, Experience, and Behaviours
- Demonstrable experience in a managerial or leadership role within a customer-focused environment
- Strong ability to analyse data and provide continuous performance improvement feedback
- Excellent stakeholder management skills, able to build strong relationships across teams
- Experience in managing and coaching a team, ensuring high levels of performance and development
- Knowledge of Metering and the operational impact on KPIs and ODIs
- Ability to drive change and implement process improvements
Why Anglian Water?
At Anglian Water, our people are at the heart of everything we do. We believe in rewarding and recognising the excellent work of our team, and we offer a comprehensive benefits package, including:
- Bonus scheme
- Private health care
- Competitive pension scheme
- Up to 26 days annual leave, increasing with length of service
- Flexible benefits to support your wellbeing
Inclusion is for everyone. We are an equal opportunity employer and consider all suitably qualified applicants, regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We focus on merit and a passion for creating better outcomes, and we are committed to fostering an inclusive environment where all colleagues feel they belong.
If you believe this is the next step in your career, apply today!
Closing Date: 15th April 2025
Customer Care Delivery Manager, Huntingdon employer: Anglian Water
Contact Detail:
Anglian Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Delivery Manager, Huntingdon
✨Tip Number 1
Familiarise yourself with the key systems mentioned in the job description, such as SAP, Oracle, and Puzzel. Understanding how these systems work will not only help you during the interview but also demonstrate your proactive approach to the role.
✨Tip Number 2
Highlight your leadership and coaching experience in previous roles. Be prepared to share specific examples of how you've successfully managed teams and improved customer satisfaction, as this is a crucial aspect of the Customer Care Delivery Manager position.
✨Tip Number 3
Research Anglian Water's values and recent initiatives, especially those related to customer care and metering. Showing that you align with their mission and understand their operations will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss how you would handle customer complaints and improve service levels. Think of strategies or past experiences where you successfully turned a negative customer experience into a positive one, as this will resonate well with the hiring team.
We think you need these skills to ace Customer Care Delivery Manager, Huntingdon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and management. Emphasise your leadership skills and any specific achievements related to customer satisfaction and performance improvement.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your skills align with Anglian Water's values and the specific requirements of the Customer Care Delivery Manager position.
Highlight Relevant Experience: In your application, focus on your previous roles that involved managing customer contact and complaint handling. Provide examples of how you have driven performance improvements and enhanced customer satisfaction in past positions.
Showcase Your Technical Skills: Mention your familiarity with systems like SAP, Oracle, and Puzzel in your application. Explain how you have used these tools to optimise processes and improve customer service in your previous roles.
How to prepare for a job interview at Anglian Water
✨Showcase Your Leadership Skills
As a Customer Care Delivery Manager, you'll need strong leadership abilities. Be prepared to discuss your previous experiences in managing teams, coaching staff, and driving performance improvements. Use specific examples to illustrate how you've successfully led a team in a customer-focused environment.
✨Demonstrate Your Customer-Centric Approach
This role is all about ensuring high levels of customer satisfaction. Highlight your experience in managing customer contact and complaint handling. Share stories that showcase your ability to resolve issues efficiently and enhance the customer experience.
✨Familiarise Yourself with Relevant Systems
Knowledge of systems like SAP, Oracle, and Puzzel is crucial for this position. Before the interview, take some time to brush up on these tools. Be ready to discuss how you've used similar systems in the past to optimise processes and improve service delivery.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to manage customer expectations. Think of examples where you had to adapt to changing priorities or implement process improvements, and be ready to explain your thought process and outcomes.
