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    Customer Experience Performance and Planning Lead - Edinburgh, United Kingdom - Business Stream

    Business Stream
    Business Stream Edinburgh, United Kingdom

    3 weeks ago

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    Description

    Job Description This role offers a salary up to £32,000 including an up to 20% bonus, pension plan, employee discounts and flexible benefits; plus 31 days annual leave and six bank holidays.

    Hours - 37 hours per week, Monday to Friday.
    As a Team Manager within the Customer Services function, you will create, lead and manage a highly motivated and engaged team with the desire and ability to deliver excellence in customer experience


    This will include:

    recruitment, performance management, development and coaching, engagement and succession planning of your direct reports, ensuring they meet customer expectations and support the delivery of the overarching business objectives and Key Performance Indicators (KPIs).

    You will work flexibly to expand and develop your skills and knowledge as part of your continuous professional development.

    Proven ability of leading successful teams in a customer services orientated organisation either face to face or telephony based

    Strong evidence of being able to adapt a managerial style to get the best from individual team members and has managed poor performance, quality issues and customer escalations.

    Evidence of supporting teams through periods of change by demonstrating advocacy over personal belief, demonstrating their ability to be flexible, adaptable and resilient.

    Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers.

    With over 16 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates.

    Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

    As a company, we're forward-thinking, innovative, and passionate about making a positive difference to our customers, our people, local communities, and the environment.

    We're committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for all.
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