About The Role
Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. Were problem solvers with over 140 years of combined experience in engineering and infrastructure.
This role will be within our demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.
Want to be a part of it?
What will you be doing?
As our Customer Service Team Leader you'll be based in Langley, Berkshire. This hybrid role offers the opportunity to manage customer service teams within our Smart Metering Contracts, supporting smart meter installation, maintenance, and replacement. Youll be at the forefront of driving operational excellence and customer satisfaction across multiple contracts, with the flexibility to move between projects when required. Lead, motivate, and develop a team of Customer Service Advisors (CSAs) to deliver outstanding customer experiences across multiple contracts
Ensure day-to-day operational effectiveness of the contact centre, proactively identifying and resolving issues
Produce, analyse, and interpret operational and customer data using Salesforce and Excel; build and maintain dashboards to track key performance indicators
Prepare and deliver reports and presentations for internal and external stakeholders using PowerPoint
Attend weekly client meetings, presenting departmental performance, insights, and recommendations
Monitor and manage team performance against contractual SLAs, KPIs, and customer satisfaction metrics
Oversee call quality monitoring, coaching, and performance management to drive continuous improvement
Support the implementation of new processes and best practices across contracts
Demonstrate flexibility to work with multiple contracts and adapt to changing business requirements
Ensure accurate data entry and compliance with administrative and clerical processes
We welcome experienced leaders from all sectors who are passionate about customer service and team development.
If youre ready to lead with purpose, drive positive change, and make a real impact, wed love to hear from you.
What youll bring Proven experience in a Team Leader or management role within a contact centre or customer service environment
Strong knowledge of customer service principles and practices
Advanced proficiency in Salesforce reporting and dashboard creation
Excellent Excel skills, including data analysis and visualisation
Proficient in PowerPoint for professional presentations
Effective communication skills, with the ability to present confidently to clients and senior stakeholders
Experience working in a contractor/client relationship environment
Flexible and adaptable, able to move between contracts and support diverse client needs
Additional Information: Hybrid role: remote/office based as required with a minimum of 2 days in the office per week
Average 45 hours a week, Monday-Friday shifts between 8am and 8pm, and one Saturday in every four weeks, between 8am-1pm. Overtime at agreed rate
Whats in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include; Matched or contributory pension scheme
Online GP service, 24 hours a day, 365 days a year
Employee assistance programme
My Rewards portal, access to 1000s of retail discounts
Life assurance
Cycle to work, salary finance and give as you earn schemes
Enhanced maternity, paternity leave and adoption leave
Reward and recognition scheme
In addition, this role offers; Private health care for youplus health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
25 days annual leave plus bank holidays
Recommend a friend get rewarded for introducing people to us!
Personal Accident Cover
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. Were one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours. Were responsible and go further for our people, clients, communities and the planet
Were open and seek new and better ways of exceeding expectations
Were together and as one team; the whole is greater than the sum of the parts
Were ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether youre a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
Its an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
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