Customer Team Leader - Customer Response & Streetworks
The Bridge
Glasgow
Stepps, Glasgow
Together we are Trusted to Serve Scotland.
Are you passionate, driven, completely customer focused and thrive in a fast-paced environment? Our team is growing and we need someone to lead the way in our next chapter for Customer Response & Streetworks.
Our team provides a fantastic service to our customers, supporting business objectives and improving customer’s experiences with Scottish Water. As our team takes on more challenges we need someone to bring new energy and creativity to the team, strengthening our services even further.
What you’ll do
This role will be challenging but highly rewarding making it an exciting opportunity for someone who is keen to be responsible for a team of people based across the central belt. It will offer you the opportunity to lead, manage, motivate and coach your team into making the best decisions and delivering excellent customer service to the business and our customers, enhancing Scottish Water’s reputation.
You will effectively manage all scheduling, planning & NRSWA and information provision within the team, creating a culture that plans and prioritises, balancing risk with customer impact and maximising the productivity of your team through leadership, management and the championing of a culture of continuous improvement and performance management.
You will be an integral part of a team that is continually building, improving and maintaining relationships with both internal and external customers and stakeholders, ensuring that customers are at the heart of everything we do.
What you’ll need
You will have some experience in coaching, mentoring, leading or influencing a team of people.
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 on analysis of information within a very fast paced, customer focused environment.
Experience of engaging key stakeholders to achieve positive outcomes and maintain great relationships
In depth operational experience and understanding of Scottish Water processes and practices.
Have a understanding of the legislative and regulatory environment within which Scottish Water operates.
Focused on Scottish Water’s strategic ambition and driving change to achieve this.
Awareness of our core systems such as; Salesforce, Dynamics, Ellipse & Aurora and some ability to navigate your way through them.
Lastly, track record in providing customers with a high standard experience, considering them at all times.
The not-so-small print
This role will be a Grade 7. If you’re new to Scottish Water, you’ll join us on a starting salary of £41,000. Performance-driven pay progression would then allow you to move through the range to a maximum of £51,970.
This role operates on a shift pattern of Mon-Thu 8-4, Fri 8-3:30.
If you’re interested in this role – or know someone else who might be - we’ll be accepting applications until midnight on the 8th May 2024
A few final things worth knowing…
Research shows that some people avoid applying for jobs unless they can meet every single criteria. If you’re interested in this job, but don’t tick all the boxes, apply anyway! We hardly ever hire people who can do every part of a job from Day One. Everyone has a learning curve. So don’t rule yourself out!
Let us know if there are any changes we can make to our recruitment process to help you perform at your best. Lots of our people have disabilities or neurodiverse conditions (including some of our recruiters!). We're also aware that some people might be experiencing temporary challenges because of life events, like menopause. We’re very used to making adjustments, so please don’t be afraid to ask.
As part of our commitment to developing a flourishing Scotland, it’s important that all our employees are Scottish taxpayers. If you join us, your home address will need to be in Scotland. If you don’t already live here, you'll need to commit to moving here within your first three months.
Finally (finally!), candidates who haven’t submitted an application in the last 12 months will have their records removed from our recruitment database. You won’t need to do anything. Your data will be automatically deleted.
We’re here to help. Ask us anything at SWRecruitment@ScottishWater.co.uk