What you’ll be doing
as the MIA Processing Team Manager: You will lead the Meters into Account (MIA) processing team, ensuring accurate and timely property and meter data submission in line with market codes and service levels. Your role involves motivating the team to deliver excellent internal and external customer service, improving satisfaction scores, reducing complaints, and driving quality. Managing contractors and collaborating with delivery teams and Self-Lay Providers to ensure accurate meter installations and data return. You will also oversee stock delivery, monitor team performance, budget, and work in progress, while identifying risks and efficiencies to support strategic decision-making.
Key Accountabilities
1. Lead and manage a high-performing support team, ensuring delivery against internal and external targets.
2. Build strong stakeholder relationships to support efficient service delivery.
3. Oversee team workflow, prioritising customer needs, SLAs, escalations, and complaints.
4. Plan strategically to meet current and future operational demands.
5. Keep the team informed on process and legislative changes through clear communication.
6. Prepare and present reports and performance updates to stakeholders.
7. Lead stakeholder meetings, highlighting performance, risks, and mitigation actions.
8. Adapt to fluctuating volumes to manage emerging risks.
9. Provide feedback and insights to support organisational improvements.
10. Monitor team performance, coach and develop staff to meet excellence standards.
11. Conduct quality audits and deliver ongoing feedback.
12. Ensure compliance with processes, legislation, and upcoming regulatory changes.
13. Champion a culture of customer excellence and continuous improvement.
14. Manage people aspects, including 1:1s, performance, attendance, and team development.
15. Motivate and support the team, identifying talent and succession opportunities.
16. Promote a strong Health & Safety culture.
17. Act as the escalation point for team-level complaints.
What you should bring to the role:
18. Fully competent at using the appropriate Company IT Systems and Office Software.
19. Educated to A-level, graduate, or equivalent a minimum of two years relevant work experience, or ONC/HNC or equivalent.
20. Track record of strong performance and a demonstrated ability to deliver results, gathered from experience.
21. Significant relevant industry experience and understanding of the water industry business.
22. Ability to prioritise high volumes of work in a fast-paced environment where daily responsibilities can change.
23. Excellent organisational skills.
24. Ability to work independently and as an integral part of the team, and the ability to sell ideas to a wide range of senior stakeholders.
25. Highly focused customer service professional.
Location: Hybrid - Clearwater Court - RG1 8DB (Occasional travel to other sites and offices).
Hours: 36 hours per week
What’s in it for you?
26. Competitive starting salary of £39,000 and up to £45,000 per annum.
27. Annual leave: 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays).
28. Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.