Customer Service Team Leader

Location: Langley

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards.  We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.

This role will be within our demand management and network infrastructure team.  We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.

Want to be a part of it?

What will you be doing?

As our Customer Service Team Leader you'll be based in Langley, Berkshire. This hybrid role offers the opportunity to manage customer service teams within our Smart Metering Contracts, supporting smart meter installation, maintenance, and replacement. You’ll be at the forefront of driving operational excellence and customer satisfaction across multiple contracts, with the flexibility to move between projects when required.

Lead, motivate, and develop a team of Customer Service Advisors (CSAs) to deliver outstanding customer experiences across multiple contracts

Ensure day-to-day operational effectiveness of the contact centre, proactively identifying and resolving issues

Produce, analyse, and interpret operational and customer data using Salesforce and Excel; build and maintain dashboards to track key performance indicators

Prepare and deliver reports and presentations for internal and external stakeholders using Power Point

Attend weekly client meetings, presenting departmental performance, insights, and recommendations

Monitor and manage team performance against contractual SLAs, KPIs, and customer satisfaction metrics

Oversee call quality monitoring, coaching, and performance management to drive continuous improvement

Support the implementation of new processes and best practices across contracts

Demonstrate flexibility to work with multiple contracts and adapt to changing business requirements

Ensure accurate data entry and compliance with administrative and clerical processes

We welcome experienced leaders from all sectors who are passionate about customer service and team development.

If you’re ready to lead with purpose, drive positive change, and make a real impact, we’d love to hear from you.

What you’ll bring

Proven experience in a Team Leader or management role within a contact centre or customer service environment

Strong knowledge of customer service principles and practices

Advanced proficiency in Salesforce reporting and dashboard creation

Excellent Excel skills, including data analysis and visualisation

Proficient in PowerPoint for professional presentations

Effective communication skills, with the ability to present confidently to clients and senior stakeholders

Experience working in a contractor/client relationship environment

Flexible and adaptable, able to move between contracts and support diverse client needs

Additional Information:

Hybrid role: remote/office based as required with a minimum of 2 days in the office per week

Average 45 hours a week, Monday-Friday shifts between 8am and 8pm, and one Saturday in every four weeks, between 8am-1pm. Overtime at agreed rate

What’s in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include;

Matched or contributory pension scheme

Online GP service, 24 hours a day, 365 days a year

Employee assistance programme

My Rewards portal, access to 1000’s of retail discounts

Life assurance

Cycle to work, salary finance and give as you earn schemes

Enhanced maternity, paternity leave and adoption leave

Reward and recognition scheme

In addition, this role offers;

Private health care for you   plus health Care Cash Plan, giving you the…