At a Glance
- Tasks: Lead a dynamic team of Customer Service Advisors to enhance customer satisfaction.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Enjoy a competitive salary, generous leave, and wellness benefits.
- Other info: Flexible working arrangements and opportunities for career growth.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Strong leadership experience and a passion for customer service.
The predicted salary is between 28800 - 40800 £ per year.
Join to apply for the Customer Service Advisor Manager role at Thames Water. 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:
- 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.
- 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.
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.
- Enjoy change and lead a team in a changing environment.
What’s in it for you:
- Competitive Salary – Up to £34,000.
- 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.
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.
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.
Customer Service Advisor Manager in Swindon employer: Thames Water
Thames Water is an exceptional employer, offering a dynamic work environment where collaboration and technical excellence are at the forefront. As a Systems Engineer, you will benefit from a culture that prioritises employee growth and development, alongside competitive remuneration and the opportunity to make a meaningful impact on essential services for millions. Located in a region that values innovation and sustainability, you'll be part of a team dedicated to ensuring the reliability and resilience of vital water and wastewater systems.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor Manager in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thames Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thames Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor Manager in Swindon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thames Water:Your cover letter is your chance to shine! Tell us why you want to work at Thames Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thames Water!
How to prepare for a job interview at Thames Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
