Salary
from £33,520 to £41,900 depending on experience
Location
Pity Me, Durham, County Durham
About the role
Billing Contact Centre - Customer Team Manager
Customer Team Manager (Billing)
Location, Pity Me, Durham/Hybrid
12-month Fixed Term Contract
Salary from £33,520 to £41,900 depending on experience.
We've got a fantastic opportunity to join us as a Customer Team Manager in our Billing Contact Centre.
We're looking for people who are passionate about providing the best possible levels of customer service and thrive on creating positive experiences for customers, whilst well as motivating people and driving performance improvements across the team and business. If this sounds like you, we'd love to hear from you
About the role
It's a fast-paced environment where no 2 days are the same. Open Mon – Fri 8am –7pm and Sat 8am – 1pm, you'd be expected to work shifts to cover this on a rota basis. There's flexibility for you to work some of your time at home, after an initial training period.
Your day will be spent managing a team of advisors, everything from coaching, motivation, performance management, quality checking and HR admin. You'll be accountable for the overall performance of your team, ensuring colleagues deliver outstanding service with a key focus on first contact resolution across all channels.
To get the best out of your team, you'll ensure that appropriate training, coaching and feedback is in place, so they're in the best place possible to deliver unrivalled customer experience. You'll also create a positive and open working environment where we welcome and celebrate difference, promoting equality and diversity, to allow people to feel valued and trusted.
About you
You'll be an enthusiastic customer service professional, ideally with some people management experience. You'll be used to working in a fast-paced environment, and confident to step-up and be a strong and visible leader.
You'll need effective communication skills and empathy as well as the ability to build and cultivate strong and long-lasting relationships with key stakeholders. You'll be able to manage customer expectations, handling escalated complaints sometimes.
Reviewing performance and insight data to drive the performance of your team and the department is something you'll do as part of your day to day. So, it would be great if you have skills and experience or a passion for all things data.
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.
Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.
We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
Please note this role will require a DBS to be completed prior to employment
NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
About us
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we're committed to having a diverse community represented across our business.
We're aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply
NWG at a glance:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
Our benefits
We're a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our 'Tap Into' benefits include:
* Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There's also the option to buy or sell holidays.
* Company pension scheme, where we'll double match your contributions up to an employer contribution of 11%.
* Free access to local attractions.
* A fantastic discount scheme, with savings on days out, shopping, travel and more.
* Award winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members.
* Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
* Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
* Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we'll even pay for any relevant professional body subscription.
About us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
We take responsibility for achieving excellent business results.
Ethical
We are open and honest and meet our commitments with a responsible approach to the environment and our communities.
Customer Focused
We aim to exceed the expectations of our internal and external customers.
Innovative
We continuously strive for innovative and better ways to deliver our business.
One Team
We work together consistently, promoting co-operation, to achieve our corporate objectives.
Colleague benefits
We're the great company we are because of you – our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Discounts & cashback offers
Qualification loan
Documents
Business Plan Essex & Suffolk Water - Download
Business Plan Main Report - Download
Business Plan Northumbrian Water - Download
Restore and Regenerate - Our Environment Strategy to 2050 - Download
Customer Team Manager - Download