Team Manager (Billings)

  • £25000 - £30000 per annum
  • Posted: 14/09/2017
  • Swindon SN2 8BN Swindon
  • Job Ref: 748100656
  • Temporary

Job Details

We are recruiting for an experienced team manager to join our Billing to Collections team at our offices in Swindon, Wilshire.

This is a great opportunity to work with the largest water company in UK, contribute to improvements in the company's systems, billing processes and ultimately the customer experience.

This is a very exciting time to join Billing to Collections, as we continue to evolve and enhance what we do for our customers, by improving our service recovery approach and becoming more proactive. This is critical to improving the service we provide and meeting our customer satisfaction targets and you will play a key part in this.

Duties and responsibilities:

- Lead, develop and manage a team of customer service agents within Billing to Collections
- Be responsible for individual development of your team through coaching, motivating and by driving performance through key metrics
- Manage multiple activities at the same time and still provide exceptional customer service and support to your team then we want to hear from you
- Take responsibility on the quality of service we deliver where the team are responsible for proactively contacting our customers, to explain or resolve potential issues with their charges
- Set high standards and carry out quality monitoring to ensure we are getting it right first time
- Conduct regular 1-2-1s and coaching sessions you will lead an improvement in your team's performance and thus the service and experience of our customers
- Ensure you lead by example when the need arises and manage escalated and sensitive customer complaints
- Motivate, support, manage and guide your team to meet targets and role objectives
  - Communicate and share a range of messages

What skills are we looking for?

First and foremost we need people that are passionate about customers as they are our number one priority, so if you share this passion we want to hear from you.

You will have strong leadership skills, preferably with experience of managing a team within a customer focused environment. You will be able to coach and performance manages your team to get the best for our customers.

As a strong communicator, you will inspire and motivate your team. You will have a high level of resilience and be tenacious, ready for your next challenge. You will be open to and enjoy change, and lead your team in a changing environment.

Application deadline: The closing date for applications is 28/09/17.