Overview
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?
* 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?
* 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
What can Portsmouth Water offer you?
At Portsmouth Water, 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
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%.
Performance Pays Off
You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance.
Family Comes First
Enhanced maternity, paternity, and adoption leave and pay.
Social Events
All expenses covered summer and winter social events.
Peace of Mind, Always
Life assurance scheme with a 4x salary lump sum benefit.
Comprehensive Wellbeing Support
Confidential mental health and wellbeing advice 24/7 via the Employee Assistance Programme, and HealthHero services (Virtual GP available 8am–10pm, 7 days a week) for you and your immediate family.
PW Perks – Treat Yourself!
Discounts at thousands of retailers, plus benefits such as:
* Electric Vehicle Scheme (after 1 year)
* Cycle to Work Scheme
* Health Cash Plan …and more
EEO and eligibility notes: We are committed to equality, diversity and inclusion, and actively encourage applications from all sections of society. Please be aware the Company has a responsibility to ensure that all employees are eligible to live and work in the UK. Due to the high volume of applications we may receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.
#J-18808-Ljbffr