Digital Customer Service Team Manager

We're looking for a motivated Digital Customer Service Team Manager to lead, develop, and inspire a team of Digital Customer Service Advisors in delivering outstanding service to our customers.

• Lead a team of approximately 13 Digital Customer Service Advisors (CSAs), primarily handling customer interactions on social media, with occasional support on other channels such as voice.
• Demonstrate exceptional communication and influence skills to inspire and guide the team, transforming complex or emotionally challenging situations into positive outcomes.
• Effectively communicate and implement business changes, technical updates, and process improvements to enhance team performance.
• Take proactive steps to address and escalate issues, ensuring positive resolutions for customers.
• Represent the company as a key part of a team operating on a variable shift pattern.
• Collaborate closely with stakeholders across the Social Media team and the broader Operations department.

Base Location – Hybrid -Kemble Court (2 days in the office)
Working Pattern or hours – 36 hours per week, Monday – Friday, 8am – 8pm
2 shift patterns: 8am – 4pm, 12pm – 8pm

• Proven leadership abilities with experience in developing and inspiring teams to excel.
• Excellent coaching skills, with a talent for fostering team growth to enhance customer service.
• Exceptional customer service and communication skills—proficient in-person, over the phone, and particularly in written communication.
• Strong understanding of operational business functions.
• Willingness to work flexible hours aligned with customer demand.
• Skilled in building relationships at all levels and influencing beyond direct authority.
• Adaptable and positive in response to evolving customer and business needs.

• Offering a salary between £28,080 - £42,000 per annum depending on experience
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays).
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once a year.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.