At a Glance
- Tasks: Lead a dynamic team of Customer Service Advisors to enhance customer satisfaction and operational performance.
- Company: Join Thames Water, the UK's largest water and wastewater company, making a real difference.
- Benefits: Enjoy competitive salary, generous annual leave, pension scheme, and health benefits.
- Other info: Flexible working arrangements and opportunities for personal growth in a supportive environment.
- Why this job: Be part of a mission-driven team that impacts millions while developing your leadership skills.
- Qualifications: Strong leadership experience and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
This is an exciting time to join a busy department and make a difference, the role will be working in a busy blended environment, managing a team of high-performing Customer Service Advisors. This role will be responsible for driving operational performance within a team and supporting our people to take ownership of customer issues, driving first-time resolution. This role will drive performance and quality and invest in supporting our customer service advisors and customers.
What you will be doing as the CSA Team Manager:
- 3 separate vacancies to cover the below shifts:
- Vacancy 1 - The hours of work are 36 hours a week, following a shift pattern that varies from month to month between 8 am - 8 pm & 1 in every 4 Saturdays.
- Vacancy 2 - The hours of work are 36 hours a week, following a shift pattern of Monday, Thursday, Friday Saturday 8.30am - 6pm.
- Vacancy 3 - The hours of work are 36 hours a week, following a shift pattern of Monday to Friday 11am - 7pm and midday - 8pm that varies week to week between the two.
People Leadership/Performance management:
You will set high standards and carry out quality monitoring to ensure we are getting it right the first time for our customers. Through regular 1-2-1s, planned and in the moment coaching sessions, you will use performance data to lead an improvement in your team's performance and the experience of our customers.
Summary of responsibilities as a CSA Team Manager:
- Deliver Customer Outcomes: You will share and weave your contagious passion into everything so that our customers are truly at the heart of what we do. You will also lead by example and manage escalated and sensitive customer complaints.
- Engagement: It can be a challenging environment that requires constant prioritisation and balancing of service levels. You will need to keep your team engaged and motivated to get it right for our customers. You will be a strong influencer and able to communicate at all levels.
- Leading change: As we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team so they become a reality.
Base location and hours:
Based in Kembry Park, Swindon, SN2 8BN. You will be working 36 hours per week between the hours of 08:00 am and 8:00 pm, Monday - Friday. You will also be required to work Saturdays; for this, you will be given time off during the week.
What you bring to the role:
- Passionate about getting it right the first time for customers.
- Must be a motivated person with a positive approach.
- Demonstrable, strong leadership skills with experience in leading a high-performing team.
- Be able to coach and manage the performance of your team to get the best for customers.
- Inspire and motivate your team.
- Have a high level of resilience and be tenacious - ready for your next challenge.
- Enjoys change and leads a team in a changing environment.
What's in it for you?
- Competitive salary
- Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
- Generous Pension Scheme through AON.
- Performance-related pay plan directly linked to company performance measures and targets.
- Access to lots of benefits to help you take care of you and your family's health and wellbeing, and your finances from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.
Who are we?
We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.
Working at Thames Water: Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you'll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits. If you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family.
Why choose us? We're committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that's extra time, accessible formats, or anything else just let us know, we're here to help and support.
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 and meet colleagues.
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.
CSA Team Manager - Swindon, Wiltshire in Purton employer: Thames Water
Thames Water is an exceptional employer, offering a dynamic work environment in Swindon where you can truly make a difference. With a strong focus on employee development, competitive benefits including a generous pension scheme and annual leave that increases with service, and a commitment to diversity and inclusion, you'll find meaningful career opportunities that support both your professional growth and personal well-being. Join us to be part of a team that values passion, resilience, and the drive to improve customer experiences every day.
StudySmarter Expert Advice🤫
We think this is how you could land CSA Team Manager - Swindon, Wiltshire in Purton
✨Tip Number 1
Get to know the company inside out! Research Thames Water's values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to leadership and customer service. Think about examples from your past experiences that demonstrate your ability to inspire and motivate a team.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind.
We think you need these skills to ace CSA Team Manager - Swindon, Wiltshire in Purton
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service shine through. We want to see that you're genuinely excited about making a difference for our customers and leading a high-performing team.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in people leadership and performance management. We love seeing how your skills align with what we’re looking for in a CSA Team Manager.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your achievements and how they relate to the role. We appreciate clarity and want to understand your journey easily.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to us directly. Plus, you’ll find all the details you need about the role and our company there.
How to prepare for a job interview at Thames Water
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the CSA Team Manager role. Familiarise yourself with the responsibilities, especially around performance management and customer outcomes. This will help you articulate how your experience aligns with what they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your leadership abilities. Think about times when you've motivated a team or handled escalated customer complaints. Be ready to discuss how you can inspire and engage your team in a busy environment.
✨Emphasise Your Passion for Customer Service
Since this role is all about getting it right for customers, share your passion for customer service during the interview. Talk about your approach to ensuring first-time resolutions and how you’ve driven quality in previous roles.
✨Be Ready for Change
The job involves leading change, so be prepared to discuss how you’ve successfully managed transitions in the past. Highlight your resilience and adaptability, and provide examples of how you’ve positively influenced your team during challenging times.
