Call Centre Team Leader

Morrison Water Services is currently looking to recruit a Call Centre Team Leader to work on our Thames Water Metering and Developer Services Contracts, managing our contact centre. The Call Centre Team Leader will be required to work collaboratively with our Client Thames Water to deliver the Smart Metering Programme covering several different workstreams. You will need to have a passion for Customer Excellence and be a strong people leader. As Call Centre Team Leader you will lead on ensuring your people deliver the highest standard of customer service within the Call Centre. You will be required to complete additional project work as required and manage the team within your budget. Integral, is the ability to manage our delivery to optimise performance, customer experience & commercial objectives. The main purpose of the Metering Contract is to deliver the metering programme for Thames Water, installing and replacing water meters. The main purpose of the Developer Services contract is connecting new clean water supplies to the London area. Integral to both contracts is the positive engagement with our customers, the clear delivery of our key messages, and the effective case management of queries. This is a hybrid working position, with a home base location in our Langley office, 2-3 days minimum in the office. As a Call Centre Team Leader, you will need to 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, as well as the client's processes and procedures. 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. You will work with the Complaints Manager and Call Centre Manager to resolve customer complaints and escalations, to the satisfaction of the customer and our client. You will need to build and maintain positive working relationships with all departments, and our client, to drive improvements to service delivery. Use management and performance information effectively to identify emerging issues, trends, and areas for service improvement across the organisation. Produce reports to help drive performance and communicate team activity to the wider business. Ensure that all queries are dealt with in an effective, accurate, and timely manner, within the timescales of the Service Level Agreement., This is an opportunity for individuals who are looking to join an organisation that values integrity, safety, and diversity. For this role, we are seeking individuals who are committed to supporting our long-term goals and who embrace change and promote diversity. We believe that listening to our people, providing feedback, and keeping them informed about the direction of the business is essential to our continued success.

Do you have the ability to build strong relationships with all internal and external stakeholders based on integrity & trust? Do you have strong leadership skills and experience of leading a team to deliver customer & operational excellence? Have you gained experience of leading and managing hybrid and home workers? Do you have experience working within a regulated industry? Can you work in a pressured environment? Have you gained experience of demonstrating customer resolution, service improvement, and customer excellence? Do you have proven people management skills? You you demonstrate managing systems and databases? Can you draft reports and use data to drive improvements? Are you experienced in a contractor/client relationship? Do you have strong interpersonal skills and the ability to build rapport? Are you accountable and self-motivated to meet targets?

Here at Morrison Water Services, our mission is to be the leading service provider in the Water and Waste Water Infrastructure sectors in the UK. We are known for our commitment to integrity and safety, with a culture that values the well-being and diversity of our people. Our aim is to invest in our workforce through our training academy and implement initiatives that prioritise health and well-being to support our business growth plans., Morrison Water Services part of the M Group Services Water Division are the leading service provider in the water and wastewater infrastructure sectors in the UK. As a division, we employ circa 3000 people across the UK and we are looking for aspiring people like you, who are keen to continue their career within the Water Industry. Our people provide essential infrastructure services through long-term framework agreements to the water and wastewater sectors in the UK and Ireland. Our Water Division provides a broad range of technical capabilities to our clients ranging from asset condition assessment to design, build, commissioning and completion. With a 2.1billion order book and turnover at 450 million, we are market leaders in our field. Joining us gives you the scope and ability to work for an organisation who are not only invested in your career, but your future too. Sound interesting?, M Group Services delivers a range of essential infrastructure services within the water, energy, transport and telecommunications sectors in the UK & Ireland. We have built and maintained relationships with our clients over a number of years and have a strong culture that continuously focuses on safety, operational delivery, efficiency and customer service. We are committed to profitable growth both organically and through acquisitions. M Group Services, a trusted employer to over 10,000 skilled specialists working from 240 locations, operates a divisional structure aligned with its end markets. At M Group Services we recognise and value the benefits from our workforce diversity. We work hard to build and maintain inclusive environments and develop a culture where our people feel included and valued.

• Private Health Care
• Matched Pension Scheme
• Access to our Employee Assistance Programme
• Life Assurance
• 25 days' annual leave plus 8 days' bank holiday
• Enhanced Maternity & Paternity policy
• Cycle to work Scheme
Our Vision At Morrison Water Services, we're proud of our positive culture and commitment to safety. We believe in delivering a high performing, sustainable workforce that supports our clients effectively. People stay with our business because of the opportunities for growth and development, our inclusive culture, and our dedication to providing a safe and supportive work environment.