We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.
At Portsmouth Water, delivering an exceptional customer experience is at the heart of everything we do. We are delighted to be looking for a pro‑active and customer focused person to step into the role of Customer Services Team Leader.
In this role, you will manage our inbound customer contact team, ensuring every interaction is handled efficiently, professionally, and with care. You will also lead and support the team to meet customer demand, achieve service standards, and continuously improve processes and performance, while ensuring operational efficiency and budgetary targets are maintained.
What will you be doing?
Key Responsibilities
* Managing the team to deliver exceptional levels of customer service
* Taking responsibility for performance management and quality assurance
* Drive business goals
* Complaint handling
* Meeting contact performance ODI's
* Developing team members to deliver performance and quality requirements
* Encourage participation in wider business activities
* Manage inbound contact
* Dealing with, and responding to customer complaints
* Managing holiday requests, sickness process and any other people processes
* Track individual and team performance
* Complete quality assurance checks
* Complete regular reviews with team members, providing feedback
* Liaising with third party providers
* Deputise for manager when required
What do you need?
Skills, Qualifications & Competencies
* Excellent verbal, written, and non‑verbal communication skills
* Organisational and time management skills
* Effective people management skills
* Strong attention to detail
* Recognise and implement changes to develop and improve customer satisfaction
* Have a positive can‑do attitude
* Take ownership of a situation
* Positive approach to Health and Safety
* Supervisory qualifications are desirable, but not essential
* Previous experience of working in a call centre is desirable
* Previous people management experience is desirable
* Call coaching or mentoring is desirable
Flexible working arrangements
We’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.
Equality, Diversity, and Inclusion
We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.
Eligibility
The Company has a responsibility to ensure that all employees are eligible to live and work in the UK.
What can Portsmouth Water offer you?
We believe in rewarding our people. Here’s just a taste of what’s waiting for you when you join the team:
Holidays Made Better
Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.
A Pension That Works for You
We’ll help secure your future with a generous pension scheme, contributing up to 15% – because your tomorrow matters as much as your today.
Performance Pays Off
You could earn a non‑contractual bonus of up to 6% of your basic salary, linked to company performance – because when we succeed together, you should benefit too.
Family Comes First
Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.
Social Events
All expenses covered summer and winter social events.
Peace of Mind, Always
Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.
Comprehensive Wellbeing Support
Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am-10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.
PW Perks – Treat Yourself!
Enjoy exclusive discounts at thousands of retailers, plus exciting benefits such as:
* Electric Vehicle Scheme (after 1 year)
* Cycle to Work Scheme
* Health Cash Plan ... and so much more
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