CSA Team Manager

This is an exciting time to join a busy department and make a difference, the role will be working in a busy blended environment, managing a team of high-performing Customer Service Advisors. This role will be responsible for driving operational performance within a team and supporting our people to take ownership of customer issues, driving first-time resolution. This role will drive performance and quality and invest in supporting our customer service advisors and customers.

What you will be doing as the CSA Team Manager

People Leadership/Performance management

• You will set high standards and carry out quality monitoring to ensure we are getting it right the first time for our customers.
• Through regular 1-2-1s, planned and ‘in the moment’ coaching sessions, you will use performance data to lead an improvement in your team’s performance and the experience of our customers.

Summary of responsibilities as a CSA Team Manager:

Deliver Customer Outcomes

• You will share and weave your contagious passion into everything so that our customers are truly at the heart of what we do.
• You will also lead by example and manage escalated and sensitive customer complaints.

Engagement

• It can be a challenging environment that requires constant prioritisation and balancing of service levels.
• You will need to keep your team engaged and motivated to get it right for our customers.
• You will be a strong influencer and able to communicate at all levels.

Leading change

As we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team so they become a reality.

Base location and hours:

Based in Kembry Park, Swindon, SN2 8BN
You will be working 36 hours per week between the hours of 08:00 am and 8:00 pm, Monday - Friday. You will also be required to work Saturdays; for this, you will be given time off during the week.

What you bring to the role:

• Passionate about getting it right the first time for customers.
• Must be a motivated person with a positive approach.
• Demonstrable, strong leadership skills with experience in leading a high-performing team.
• Be able to coach and manage the performance of your team to get the best for customers.
• Inspire and motivate your team.
• Have a high level of resilience and be tenacious- ready for your next challenge.

Enjoys change and leads a team in a changing environment.

What’s in it for you?

• Offering £35,000 per annum.
• Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Performance-related pay plan directly linked to company performance measures and targets
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.
Learn more about our purpose and values
Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team
Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.