Customer Service Assistant Manager
- Recruiter
- South East Water
- Location
- Snodland
- Salary
- Competitive
- Posted
- 08 Aug 2022
- Closes
- 15 Aug 2022
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
(This role is only open to existing South East Water employees which includes current contractor staff)
Can you inspire others to give their best results?
Do you enjoy helping others to find the best solutions?
If so, you won t want to miss this opportunity to develop your career at South East Water
You ll take up this crucial role as Assistant Team Manager to set the bar high for customer service. You want to do everything you can to help get it right first time, every time for our customers. This is your opportunity to role model our values and set a clear direction for others to follow.
You ll inspire others to give their best performance by providing excellent coaching, guidance and support to a team of Customer Service Advisors. You ll develop a high performance culture within your team. Being the first point of contact to escalate complex issues, you gather all of the facts to reach the best solution. You ll cover when Team Managers are absent so that the team are always supported.
You ll create an atmosphere where your team are rewarded and recognised for their efforts. It s a flexible and adaptable approach that gets the best from individuals. So, you ll listen, consult and proactively communicate to increase performance. Listening well will help you to spot opportunities for change or how processes can be improved.
This is a great chance to take your management career to the next level. You ll have plenty opportunities to develop your leadership style through structured training, coaching and regular 121s with your Team Manager. You ll also join a well-established Customer Services management team where you can learn from others and share best practice.
What will you mainly be responsible for delivering?
You ll guide, direct, coach and develop a high performance culture to a team of Advisors to deliver excellent customer service and resolve customer problems first time.
You ll improve performance of the team by utilising all available MI mechanisms to ensure that there is continuous innovation and create improvements ensuring that workflows are controlled
You ll be the first point of contact for the escalation of complex customer enquiries will provide phone cover during peak periods.
You ll help to identify and recommend improvements to key personnel and stakeholders, business processes/procedures where appropriate
You ll help to ensure that all work carried out complies with the business, regulatory and industry standards
You ll build and maintains positive relationships beyond the Team
You ll maintain a thorough and up to date knowledge of Customer Service work practices and policies so that you can always provide clear and accurate advice to colleagues.
You ll be willing to pick up additional tasks depending on which team you re assigned to within Customer Services.
You ll substitute for Team Managers in their absence to ensure the smooth running of the team.
What do you bring to the role?
You re preferably educated to NVQ level 2 or above, or equivalent, with GCSE passes including Math and English (A-C).
You have excellent verbal and written communication skills and able to communicate positively with customers and colleagues in a busy working environment.
You have good IT skills
You re self-confident and comfortable working under your own direction and under pressure to meet deadlines.
You ll be able to take part in the staff stand-by roster.
You re willing to be flexible in working hours
You ll be able travel as part of any field based roles.
What can you expect from us?
Excellent Stakeholder pension scheme, up to 10% employer contribution
25 days holiday entitlement, rising to 30 days with length of service
Cycle to work scheme
Health cash plan
Life assurance
Wellbeing related benefits
Everyone needs water, South East Water welcomes everyone
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
What to expect from your recruitment
This role is due to close 14th August 2022
You may be asked to complete a short suite of psychometric assessments (you ll receive feedback too).
You will be asked to complete satisfactory DBS, identity and employment referencing checks as part of receiving your employment offer from South East Water
If this sounds like the opportunity you ve been looking for, apply now!
Can you inspire others to give their best results?
Do you enjoy helping others to find the best solutions?
If so, you won t want to miss this opportunity to develop your career at South East Water
You ll take up this crucial role as Assistant Team Manager to set the bar high for customer service. You want to do everything you can to help get it right first time, every time for our customers. This is your opportunity to role model our values and set a clear direction for others to follow.
You ll inspire others to give their best performance by providing excellent coaching, guidance and support to a team of Customer Service Advisors. You ll develop a high performance culture within your team. Being the first point of contact to escalate complex issues, you gather all of the facts to reach the best solution. You ll cover when Team Managers are absent so that the team are always supported.
You ll create an atmosphere where your team are rewarded and recognised for their efforts. It s a flexible and adaptable approach that gets the best from individuals. So, you ll listen, consult and proactively communicate to increase performance. Listening well will help you to spot opportunities for change or how processes can be improved.
This is a great chance to take your management career to the next level. You ll have plenty opportunities to develop your leadership style through structured training, coaching and regular 121s with your Team Manager. You ll also join a well-established Customer Services management team where you can learn from others and share best practice.
What will you mainly be responsible for delivering?
You ll guide, direct, coach and develop a high performance culture to a team of Advisors to deliver excellent customer service and resolve customer problems first time.
You ll improve performance of the team by utilising all available MI mechanisms to ensure that there is continuous innovation and create improvements ensuring that workflows are controlled
You ll be the first point of contact for the escalation of complex customer enquiries will provide phone cover during peak periods.
You ll help to identify and recommend improvements to key personnel and stakeholders, business processes/procedures where appropriate
You ll help to ensure that all work carried out complies with the business, regulatory and industry standards
You ll build and maintains positive relationships beyond the Team
You ll maintain a thorough and up to date knowledge of Customer Service work practices and policies so that you can always provide clear and accurate advice to colleagues.
You ll be willing to pick up additional tasks depending on which team you re assigned to within Customer Services.
You ll substitute for Team Managers in their absence to ensure the smooth running of the team.
What do you bring to the role?
You re preferably educated to NVQ level 2 or above, or equivalent, with GCSE passes including Math and English (A-C).
You have excellent verbal and written communication skills and able to communicate positively with customers and colleagues in a busy working environment.
You have good IT skills
You re self-confident and comfortable working under your own direction and under pressure to meet deadlines.
You ll be able to take part in the staff stand-by roster.
You re willing to be flexible in working hours
You ll be able travel as part of any field based roles.
What can you expect from us?
Excellent Stakeholder pension scheme, up to 10% employer contribution
25 days holiday entitlement, rising to 30 days with length of service
Cycle to work scheme
Health cash plan
Life assurance
Wellbeing related benefits
Everyone needs water, South East Water welcomes everyone
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
What to expect from your recruitment
This role is due to close 14th August 2022
You may be asked to complete a short suite of psychometric assessments (you ll receive feedback too).
You will be asked to complete satisfactory DBS, identity and employment referencing checks as part of receiving your employment offer from South East Water
If this sounds like the opportunity you ve been looking for, apply now!