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Customer Service Manager - Westminster at Veolia
London, United Kingdom
Job Descrption
Salary: Cmpetitive with an annual performance bonus plus Veolia benefits and pension
Hours: Monday to Friday, 40 hours per week
Location: Westminster, London
When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.
We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.
What we can offer you;
• 25 days of annual leave
• Access to our company pension scheme
• Discounts on everything from groceries to well known retailers
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
• One paid days leave every year to volunteer and support your... community
• Ongoing training and development opportunities, allowing you to reach your full potential
What you'll be doing;
• Design & deliver best-in-class customer service for our customers and residents
• Develop and roll out a strategy to upskill the team in making outbound calls to prospect customers, monitor and track this as a new revenue trail and define service level expectations for the team
• Providing management information reporting to relevant stakeholders
• Ensure accuracy of invoices to customers and resolve queries in a timely manner
• Manage the employee lifecycle for all team members, ensuring quality career conversations and succession planning exist
• Acting as the escalation point within the team, providing advice and guidance on more complex situations
• Set the strategy for the development of the operation KPI's, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
• Responsible for the recruitment, training, induction and coaching strategy across the commercial teams
• Responsible for developing new proactive processes that will enhance our customer service offering
• Work closely with DB&T to identify opportunities for automation within processes and lead these changes
• Work alongside the Radio Room, managing bulky waste collection requests.
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development of all levels of your direct reports
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
What we're looking for;
• Experience managing people and creating a positive work culture
• Experience working in a call centre-type environment
• Knowledge of managing the customer journey via a range of channels, including telephone, email, online live chat
• High level of influencing and negotiation skills
• Ability to meet targets and deadlines
• Excellent communication skills to lead and motivate a growing and changing service operation
What's next?
Apply today, so we can make a difference for generations to come.
We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row! This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia
We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.
We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. We are committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of sex, gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, nationality, ethnic or national origin, religion or belief, disability or age.
We therefore welcome and encourage all candidates who meet the minimum requirements to apply
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