CSA Team Manager

We have an exciting team management opportunity to join our First Contact Resolution team and share our vision to create the best experience for our customers.

What you’ll be doing as Customer Service Team Manager

As the Customer Service Team Manager, you will be working in a busy blended environment, managing a team of high-performing Customer Service Advisors. You will be responsible for driving operational performance in your team, as well as supporting our people to take ownership of customer issues, driving the first-time resolution. This is an exciting time to join the business, high levels of investment have been made with the implementation of a brand-new state-of-the-art billing system.  As part of a period of investment and growth, our Team Manager positions have been created in order to drive performance, quality and to invest in supporting our customer service advisors and customers.

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 experience of our customers.

Deliver Customer Outcomes: You will share and weave your contagious passion into everything, so 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 reality.
You will be working 36 hours per week between the hours of 8 am and 8 pm Monday - Friday. You will also be required to work 1 in 4 Saturdays; for this, you will be given time off in the week.

Base location: Swindon

What you should bring to the role 

• Passionate about getting it right the first time for customers.
• You 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 performance manage your team to get the best for customers.
• Inspire and motivate your team.
• Have a high level of resilience and be tenacious, and ready for your next challenge.
• Enjoy change and lead a team in a changing environment.

What’s in it for you?
Join a team where customers are at the heart of everything we do. We offer comprehensive training to ensure you succeed in your new role.

Ready to make a difference? Apply now!
Submit your application and start your journey with Thames Water today. We can’t wait to welcome you to the team!

• Competitive salary from £28,000 - £35,000 per annum. 
• 24 days holiday per year, increasing to 28 days with the length of service.
• 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.

Find out more about our benefits and perks

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.

Learn more about our purpose and values

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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, 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.