Job Description
This job is with Southern Water, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Closing Date
2025-08-25
Job Title: Triage and Case Specialist Team Leader
Location: Falmer or Durrington office - hybrid working
Salary: Up to £36,500 depending on experience, skills and qualifications
Are you ready to lead a team of talented case specialists, triage agents and capacity planners, shaping the future of customer service in the water industry through cutting-edge technology and exceptional leadership?
We are looking for a skilled and dynamic Triage and Case Specialist Team Leader individual to lead our new team. In this role, you will revolutionize our approach to resolving customer issues by harnessing cutting-edge digital technology and managing complex cases to enhance the customer experience.
To succeed in this role, you should have a strong background in the water industry and water supply networks, gained from previous technical positions. Excellent communication skills are essential to effectively lead and understand what creates an exceptional customer experience.
As the Team Leader, your primary focus will be to deliver an exceptional customer experience by leading a team that combines technical expertise with a customer-centric approach.
While familiarity with contact centre systems is a bonus, full training will be provided. Additionally, you will receive inbound customer enquiries, offering valuable insight into team performance and contributing to the continuous improvement of the Virtual Inspector role.
What's in it for You
As well as a competitive salary, we also offer an extensive package of benefits such as Perkbox discounts, a salary sacrifice car scheme, cycle to work scheme, two paid community volunteering days per year, enhanced maternity/paternity leave, death in service (4x annual salary), employer pension contributions of up to 11% and much more!
Do you believe everyone should be accepted for who they are? We do too. That's why we're building an inclusive culture and are proud to offer equal opportunities regardless of age, cultural background, disability, gender, marital status, nationality, political belief, race, religion or sexual orientation. We believe the unique perspectives and experiences each of us brings make us stronger.
Apply now to avoid disappointment - We appreciate that your CV might not be up to date. No problem, just upload what you have and add manually any new experience you gained since.
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