Customer Team Manager - Meter Field Services
Full Time, Permanent
Salary: up to £44,770 per annum depending on experience
Location: Hanningfield, Chelmsford/ Hybrid
About the role
We have an exciting opportunity to join our Meter Operations Team as a Team Manager- MFS South. In this role, you will lead an office-based team that supports the workloads of a busy operational team of Meter Technicians, Surveyors, and Meter Readers while delivering field-based services across a range of activities in a way that benefits customers, colleagues, and the wider business.
You’ll be leading your team in their activities across both Smart & Traditional Metering, ensuring that our primary goal is to always deliver an unrivalled customer service, engaging and inspiring your team to guarantee our objectives are met.
You will be committed to achieving excellent performance through consistent coaching, effective management, and leadership of your team and making a positive contribution to the overall success of the Meter Field Services department.
We’re looking for you to actively build and drive a performance optimisation culture, through ensuring your team delivers outstanding service with a key focus on right first-time resolution. We’re looking for you to be an authentic leader and to inspire a high-performing team that actively exceeds goals, through creating a positive and open working environment where we welcome and celebrate difference, promoting equality and diversity, to allow people to feel valued, and trusted.
You’ll be highly visible within the team adopting methods and practises that will drive a sense of purpose and manage skills, behaviour and cultural performance leading to high quality outcomes in our operational deliverables. We’re looking for you to identify opportunities for continuous improvement across end-to-end processes to increase operational effectiveness, wellbeing, and customer satisfaction.
To resolve challenges and complex problems by utilising a larger range of knowledge and talents, we need you to establish solid and productive connections with internal stakeholders across the directorates that are based on mutual respect and confidence.
Please note: This role will require the successful candidate to be on a standby rota to support the team outside of normal core hours.
About you
To be successful in this role, we’re looking for you to have proven experience in delivering world-class customer service in an operational environment, along with being confident to step-up and be a strong and visible leader. You’ll have experience of leadership and management across teams and disciplines, role modelling engaging leadership behaviours.
You’ll have proven experience of reviewing performance and insights data objectively, with the proven ability to drill into the data to continuously review our offer and approach and drive process improvements throughout key customer journeys. You’ll have experience of creating a clear line of sight from day-to-day activities to overall aims of the team, in particular driving excellence in service, ensuring we achieve outstanding outcomes.
We’re looking for you to have strong communication skills, along with the proven ability to build and cultivate strong and long-lasting relationships with key stakeholders and actively manage customer expectations.
Ideally, you will have a sound understanding of our corporate systems, specifically CC&B, Maximo, and Oracle Field Services. While this is desirable, full training would be given to the right candidate. Experience of mobile workforce planning and scheduling systems would also be advantageous. You will also have sound analytical and numerical skills and an ability to think on your feet, making quick decisions based on data. Attention to detail and accuracy are also key attributes.
Likely the ideal candidate for this role won’t meet every single requirement in this advert. However, we understand some applicants are less likely to apply for jobs unless they feel they meet every single qualification. The team at Essex & Suffolk Water would encourage you to submit an application if the advert has piqued your interest rather than ruling yourself out based on any self-limiting beliefs. You never know, you may be exactly what we’re looking for!
About us
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion, and Equity, which means bringing your full self to work. We encourage and welcome all applications, as we believe and strive to be an equal opportunity employer committed to having a diverse community represented within all our teams, structures, and organisation.
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water. We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
Our values
Our values describe our main principles, qualities, and attributes. They are the guiding principles which define who we are, what we do, and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
* Results Driven: We take responsibility for achieving excellent business results.
* Ethical: We are open and honest and meet our commitments with a responsible approach to the environment and our communities.
* Customer Focused: We aim to exceed the expectations of our internal and external customers.
* Innovative: We continuously strive for innovative and better ways to deliver our business.
* One Team: We work together consistently, promoting cooperation, to achieve our corporate objectives.
Our benefits
We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues.
* Enhanced maternity pay
* Enhanced annual leave with additional special leave for Christmas Eve and New Year’s Eve
* Company pension scheme
* Digital GP
* Award-winning wellbeing website
* Employee Assistance Programme
* Life assurance
* Qualification loans
* Professional subscription
* Buy and sell annual leave
* Discounts and cashback offers
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