At a Glance
- Tasks: Lead a dynamic customer service team to deliver exceptional experiences and improve processes.
- Company: Join Portsmouth Water, committed to ensuring water for everyone and exceptional customer care.
- Benefits: Enjoy 25 days holiday, a generous pension, bonuses, and comprehensive wellbeing support.
- Other info: Be part of a diverse team with exciting social events and career growth opportunities.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Strong communication, people management skills, and a positive attitude are essential.
The predicted salary is between 30000 - 40000 € per year.
We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future. At Portsmouth Water, delivering an exceptional customer experience is at the heart of everything we do. We are delighted to be looking for a pro-active and customer focused person to step into the role of Customer Services Team Leader.
In this role, you will manage our inbound customer contact team, ensuring every interaction is handled efficiently, professionally, and with care. You will also lead and support the team to meet customer demand, achieve service standards, and continuously improve processes and performance, while ensuring operational efficiency and budgetary targets are maintained.
What will you be doing?
- Managing the team to deliver exceptional levels of customer service
- Taking responsibility for performance management and quality assurance
- Drive business goals
- Complaint handling
- Meeting contact performance ODI’s
- Developing team members to deliver performance and quality requirements
- Encourage participation in wider business activities
- Manage inbound contact
- Dealing with, and responding to customer complaints
- Managing holiday requests, sickness process and any other people processes
- Track individual and team performance
- Complete quality assurance checks
- Complete regular reviews with team members, providing feedback
- Liaising with third party providers
- Deputise for manager when required
What do you need?
- Excellent verbal, written, and non-verbal communication skills
- Organisational and time management skills
- Effective people management skills
- Strong attention to detail
- Recognise and implement changes to develop and improve customer satisfaction
- Have a positive can-do attitude
- Take ownership of a situation
- Positive approach to Health and Safety
- Supervisory qualifications are desirable, but not essential
- Previous experience of working in a call centre is desirable
- Previous people management experience is desirable
- Call coaching or mentoring is desirable
What can Portsmouth Water offer you?
- 25 days of annual leave, plus bank holidays
- A generous pension scheme, contributing up to 15%
- A non-contractual bonus of up to 6% of your basic salary, linked to company performance
- Enhanced maternity, paternity, and adoption leave and pay
- All expenses covered summer and winter social events
- Life assurance scheme with a 4x salary lump sum benefit
- Confidential mental health and wellbeing advice 24/7 via the Employee Assistance Programme
- Discounts at thousands of retailers, plus benefits such as Electric Vehicle Scheme, Cycle to Work Scheme, Health Cash Plan
We are committed to equality, diversity and inclusion, and actively encourage applications from all sections of society. Please be aware the Company has a responsibility to ensure that all employees are eligible to live and work in the UK. Due to the high volume of applications we may receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.
Customer Service Team Leader in Havant employer: Portsmouth Water
Portsmouth Water is an exceptional employer dedicated to making a positive impact on the community by ensuring sustainable water supply. With a strong focus on employee wellbeing, we offer generous benefits including 25 days of annual leave, a robust pension scheme, and comprehensive mental health support. Our collaborative work culture encourages personal growth and development, making it an ideal place for those looking to lead a customer-focused team in a meaningful role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Havant
✨Tip Number 1
Get to know the company! Research Portsmouth Water and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! As a Customer Service Team Leader, you'll need to demonstrate excellent verbal and written communication. Role-play common scenarios with friends or family to build your confidence.
✨Tip Number 3
Show off your leadership skills! Be ready to discuss your previous experiences managing teams and how you've driven performance. Use specific examples to illustrate your ability to motivate and develop team members.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Portsmouth Water team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Team Leader in Havant
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond to ensure customer satisfaction, as this is at the heart of what we do at Portsmouth Water.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language to convey your skills and experiences, as effective communication is key for the Customer Service Team Leader role.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements mentioned in the job description. We love seeing candidates who take the time to align their experiences with our needs.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t hesitate to hit that apply button!
How to prepare for a job interview at Portsmouth Water
✨Know the Company Inside Out
Before your interview, take some time to research Portsmouth Water. Understand their mission, values, and recent initiatives. This will not only help you answer questions more effectively but also show your genuine interest in the company and its commitment to exceptional customer service.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to manage and motivate a team. Prepare examples from your past experiences where you've successfully led a team, handled complaints, or improved processes. Be ready to discuss how you can apply these skills to meet Portsmouth Water's goals.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and decision-making abilities. Think of specific situations where you had to deal with difficult customers or improve team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Emphasise Your Communication Skills
Excellent communication is key in this role. Be prepared to discuss how you ensure clear communication within your team and with customers. Highlight any experience you have in call coaching or mentoring, as this will be particularly relevant to the position at Portsmouth Water.
