Together we are Trusted to Serve Scotland.
Are you an aspiring or experienced Team Leader? Do you love a challenge; do you possess excellent problem solving and people skills? If so, then the Field Response Team have the role for you!
In this challenging and exciting role, you will be responsible for a highly focused Customer Service team, offering you the opportunity to lead, manage, and coach a team to deliver an excellent service to our customers, whilst enhancing Scottish Water’s reputation in line with our trusted to serve vision.
A vacancy has become available within Field Response. This is a customer focused role, for a self- motivated individual to join a very high performing team in Customer Service within the Central belt.
Main Purpose of Role
To lead, manage and coach a team of NSO’s/FSA’s within Customer Service responsible for ensuring that an excellent end-to-end customer experience is delivered, ensuring Scottish Waters customers receive a world class service.
Key Accountabilities/Tasks:
Lead, manage, motivate and coach a highly focussed Customer Service team, ensuring provision of functional accountabilities in delivering an excellent service to Scottish Water customers, enhancing Scottish Water’s reputation
Take ownership of all customer escalations, ensuring a swift resolution.
Take ownership for and develop a culture of Health, Safety & Wellbeing with the team and ensure compliance with all Health & Safety Policies, procedures and legislation
Regular coaching of teams and individuals
Ensure strong focus on achieving our CES/CEM target– striving for customer excellence.
Build, improve and maintain relationships with both internal and external customers and stakeholders, allowing a balanced view between the needs of customers and the capabilities of Scottish Water in delivering an excellent customer service, influencing activity and improvement as required.
Champion a culture of continuous improvement within Customer Service and with appropriate stakeholders in cost efficiency, customer service and compliance.
You will also be required to participate in an operational standby and provide support for operational incidents both in and out with normal working hours.
To be successful in this role you will:
Have good verbal and written communication skills.
Be confident to work on your own, taking responsibility for ensuring regular tasks are carried out in a timely and efficient way.
Have strong problem solving skills and a dedication to find a solution to any issues that arise.
Have strong Health & Safety culture to ensure that all Health and Safety policies and procedures are adhered to.
Be a quick learner, with the ability to use existing and new digital applications.
Be a strong team leader, who can lead, support and coach a high performing team.
Essential Skills/Knowledge
Experience of managing a customer orientated business unit
In depth knowledge and experience in managing Health & Safety
Capable of building a high performing team and of developing people to realise their full potential and achieve results through effective coaching, delegation and support
Track record of successful change management and delivering efficiencies and service improvement
Ability to make decisions based within a very fast paced, customer focused environment.
Experience of engaging key stakeholders to achieve positive outcomes
Experience in water networks repair and maintenance and understanding of Scottish Water processes and practices.
Understanding of the legislative and regulatory environment within which, Scottish Water operates.
Full Current Driving License Essential
What you’ll get
The salary range for this position is £35,384 - £47,924 depending on experience.
You can also expect
38 days of holiday per year (including public holidays) with the option to buy 5 more
Eligibility to join the defined benefit, contributory pension scheme
Annual company bonus
Life assurance scheme
Paid time off for community volunteering
Access to "SW Splash", saving you money on holidays, bills and shopping
Excellent family friendly policies around Adoption, Maternity, Parental Leave, and Flexible Working
For further info on this role please contact Robert Hendry
robert.hendry@scottishwater.co.uk
The closing date for applications is Friday 16th June 2023
Do you have any support needs?
Please let us know if there are any changes we can make to our application and selection process to make it easier and more comfortable for you. Email us
here
with the vacancy reference number in the subject line so we can work with you to support you throughout your application.
Working at Scottish Water
Scottish Water is one of the UK's leading water companies, the quality of drinking water and satisfaction with the service we provide our customers has never been higher - but we want to be even better – and you could help play an important part!
We take employee engagement very seriously and have an inclusive and collaborative work environment where we respect people’s differences. We are committed to creating an engaging environment and a positive experience for our employees.
We were recently recognised as a Top 10 Flexible Employer in Scotland at the Flexibility Works Awards 2021 and by The Times as a Top 50 Employer for Women in 2019.
In 2019 we also won the Age Inclusive Award at The Herald and GenAnalytics Diversity Awards and were winners of the Best Public Sector Employer at the Family Friendly Working Scotland Awards 2020.
We have Carers Positive Exemplary Status and were Silver Award 2019 & Gold Award winners 2020 of the Defence Employer Recognition Scheme (DERS).
We aim for work to be an energising and fulfilling experience and everyone plays their part to ensure that Scottish Water is trusted to serve our customers and communities.
We are passionate about creating opportunities for young people and are proud to have achieved the Gold standard in the Investors in Young People accreditation, demonstrating our commitment to creating rewarding opportunities for young people.
You will have access to a host of benefits which include 38 days holiday a year, a defined benefit pension scheme, a discounted medical cash plan and cycle to work, plus a variety of agile working arrangements and family-friendly policies designed to support your wellbeing.
Next Steps
Any offer of employment with Scottish Water will be subject to the successful completion of a mandatory pre-employment screening process, including Disclosure Scotland and eligibility to work in the UK. Details can be found on our website.
For more information about this role or if you require any additional support throughout the application process please contact the recruitment team:
SWRecruitment@scottishwater.co.uk
As part of our commitment to developing a flourishing Scotland, it is important that Scottish Water employees are resident in Scotland and contribute to the Scottish economy by paying Scottish income tax on their earnings. As a result we ask all potential employees to confirm that they are resident in Scotland, or to confirm their intentions to move to Scotland within 3 months of their start date.
Please note that candidates who have not submitted an application in the last 12 months will be automatically removed from our system records.