Billing Contacts Team Manager

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At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We're proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we've also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate. We're proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we've also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come. So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Are you a customer-focused individual looking to progress your career with a company that prides itself on its people? Are you passionate about embracing company values and delivering consistently excellent service to customers?

We currently have a fantastic opportunity available for a Billing Contacts Team Manager to join our team based in Exeter. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary of £29,746 to £32,956 per annum depending on skills and experience plus a range of excellent company benefits + rewards.

About the role:

As our Billing Contacts Team Manager, you are primarily responsible for the care and performance of a team of Customer Care Representatives. You will look after the teams' wellbeing and develop the team to optimise performance to provide a first-class customer experience to our customers in accordance with business priorities and targets.

You will be responsible for engaging and motivating your team. Alongside crucial people activities, you will support in the delivery of daily resource management, accurate reporting, and trend analysis to highlight requirements in providing a first-class customer experience.

You will support our offshore teams in reflecting the same professional behaviours and performance as well as being an ambassador for our employee engagement programme creating high performing customer experience teams. Making sure customers can utilise their channel of choice when dealing with us and wherever possible resolving contacts at first point of contact.

What you'll be doing:

• Be a coach and mentor to CCR's and an advocate of employee development and management, supporting individuals through a performance structure, utilising 1:1's and a coaching framework to deliver business objectives
• Supporting team members wellbeing through engagement, completing welfare checks/signposting where necessary
• Leading strong communication through team huddles & team meetings, creating an environment where everyone has a voice that can be heard making this a great place to work
• Advocating delivery of customer satisfaction through proactive tariff and affordability offerings
• Completing daily performance statistics and trend analysis to help improve both individual and contact centre performance.

What we are looking for:

• Educated to a Level 3 + qualification standard or able to demonstrate equivalent experience
• An ability to demonstrate an understanding of C-MeX, business goals and objectives
• Evidenced written skills
• Evidence of excellent oral and written communication skills, including negotiating and presentation skills
• Demonstration of leadership qualities and ability to build strong working relationships with team members and peers

What's in it for you:

At South West Water, we don't all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people's hard work and commitment, we offer an excellent range of benefits:
• Generous holiday allowance plus bank holidays
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• We offer free car parking at the majority of our sites
• Take up to 26 weeks' additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group plc through our employee share schemes
• We support our people by offering a free, confidential Employee Assistance Programme
• Look after your wellbeing with our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
• A discretionary Bonus
• Competitive Contributory Pension
• And plenty more!

Closing Date: Wednesday 1st May 2024

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.