Customer Service Team Leader

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About The Role:

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll 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.

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. We’re 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?

As our Call Centre Team Leader you'll be working collaboratively with our Client Thames Water to deliver the Smart Metering Programme covering several different workstreams.

Ensure your people deliver the highest standard of customer service within the Call Centre.

Complete additional project work as required and manage the team within your budget.

Manage our delivery to optimise performance, customer experience & commercial objectives.

Ensure all Call Centre activities are completed compliantly and within SLA. Compliance is specified by the Regulators, OfWAT, MOSL, Environment Agency, Highways Authorities & Consumer Council for Water.

Understand CMEx and DMEx measures and ensure that your team are compliant with these

Drive productivity within Call Centre to achieve targets and goals as specified by our client.

Work with the Complaints Manager and Call Centre Manager to resolve customer complaints and escalations, to the satisfaction of the customer and our client.

We offer a range of benefits designed to support your life in and out of work, some of which include;

In addition, this role offers;

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. We are 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.

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Occasionally, we may close job adverts before the stated closing date. We’d encourage you to 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 our hiring process. Some of our roles require drug and alcohol testing as part of our induction.

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