Customer Service & Network Team Manager

What you’ll be doing:

• Actively engage and support the field team delivering their daily work to enable them to deliver agreed targets and outcomes
• Ensure the field team are working safely and that they are not putting themselves or customers at risk. Engage with the Homesafe delivery programme and promote a behavioural safety culture
• Support the Wholesale WWS Operations Manager with proactive customer communication in collaboration with the Source to improve overall customer experience
• Provide focus and coordination for customer service for the area
• Manage the effective delivery of work being dispatched to the field team through the CS&N dispatcher, ensuring that sufficient skilled resource is available to enable attendance times to be met in and out of hours
• Assist with planned work scheduling and supporting the dispatcher with difficult customers & operational issues where necessary
• Work closely with the WWN Asset Manager to ensure further work, planned work and proactive work are addressed in a timely and effective way
• Ensure planned work schedules are up to date and resourced to enable the planned programme to be delivered
• Motivate and engage with individuals to create a positive and enthusiastic team, encourage creative thinking and sharing of ideas to resolve issues and improve the working environment
• Ensure effective communication through regular team meetings, 1 to 1’s and being available to the team
• Manage team performance in accordance with the agreed performance management framework; including productivity, service quality and overtime; behaviour and discipline including driving
• Responsible for ensuring appropriate training and development of the team members is planned and maintained to include compliance with regulatory training needs; this will include maintenance of skills held within Field Force Planner (FFP) in collaboration with the Data and Schedule Optimiser
• Progression Scheme Delivery; NVQ, SATDD and appraisal reviews in combination with the Wholesale WWS Customer Service and Network Manager where necessary
• Support the WWN Asset Manager in the promotion of capital bids for asset improvement and repairs to the Engineering and Asset Management teams
• Participate on the Duty Functional Manager standby and weekend working rotation
• Deputise for the Wholesale WWS Customer Service and Network Operations Manager at appropriate meetings with internal / external customers or other external bodies if required

What we are looking for:

• Ability to participate in the Duty Catchment Manager area standby and weekend working rotation
• Full UK Drivers Licence
• Able to travel around the work area using company vehicle
• Preferably educated to A Level standard, minimum GCSE in Mathematics, English and a science subject
• HNC in related discipline, A recognised Supervisory/Management qualification and experience
• WAMITAB certification (or drive to achieve)
• IOSH/NEBOSH Health & Safety Qualifications (or drive to achieve)
• 3 years experience of working in either a customer service or experience in commercial delivery team, working in a supervisory role and conflict management exposure
• Excellent verbal and written communication skills
• Effective organisation and prioritisation skills
• Knowledge in areas of process, systems, legislation, policies and procedures
• IT Skills – able to effectively utilise and update corporate management systems
• Proven team building, networking and motivational skills
• Effectively persuades and influences others
• Has a desire to lead others and exerts the effort to do so
• Inspires others to perform by being a role model for desired outcomes
• Cascades information in a manner reflecting support for management decisions/policy (regardless of personal view)
• Ability to effectively manage team meetings and one to ones with individuals

What's in it for you:

• We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
• Generous holiday allowance plus bank holidays
• A discretionary Bonus
• Competitive Contributory Pension
• Share-save Scheme
• Various health benefits
• Wellbeing support programmes
• A range of Group Discounts
• Cycle to Work Scheme
• Financial support services
• And plenty more!