Customer Care Manager

DescriptionWho are we?
Thames Water is the UK’s largest water and wastewater company
We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.  
At Thames Water, every one of our actions, big and small, matters every day
Water is essential to life, so our business is always open – and this matters even more through a pandemic. 
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive
For our office-based roles, we’re moving to a hybrid approach with various options across working from home, office, and our sites
We’ll cover this during the assessment process. 
 
What you’ll be doing
The Customer Care Manager for Thames Water Property Searches will work alongside other team members and report directly to the Sales and Customer Experience Manager
The successful candidate will identify and develop any cross-sell opportunities within the existing business that is currently held, whilst ensuring customer retention of our existing customer base.
The property services team deals with conveyancing searches for business to business and deals with conveyancers daily.
The role will also have the responsibility of managing the debt position within the customer base, reporting monthly against the plan of where that position currently is and what steps are being taken to recover debt.
Another element will be to provide support to the TW business to enable improvement in customer experience and/or ensure an appropriate level and quality of customer support is maintained
Accountability for the customer experience team's input into this will lie with the Customer Care Manager.
This is a really interesting position and a background in conveyancing would be useful.
 
What you should bring to the role 
At least 12 months’ line operations and people management experience
Good level of numeracy and literacy
An ability to identify, target, and develop the necessary number of profitable clients to achieve the company's monthly and annual sales targets
Strong relationship management skills, with a proven ability to develop successful business partnerships
Outstanding communication and presentation skills with a proven ability to sell solutions that meet customers' complex business needs
Innovative and creative thinker with a high level of drive, ambition, and integrity
Able to demonstrate awareness and understanding of client priorities with the ability to build credibility at the decision-maker level quickly
Exceptional customer facing and interpersonal skills
Good planning and organisational skills
Excellent presentation skills
Proficient in the use of MS Word, Excel, and PowerPoint
Knowledge and proficiency in CRM system
Clean Driving Licence 
What’s in it for you? 
Are you looking for a new role in a relaxed and friendly team where you can be responsible for managing your activity? This is an interesting opportunity that will see you develop strong relationships with key decision-makers and influencers within existing customers, business trade bodies, law societies, and local authorities
No two days will be the same
Apply now!
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with a length of service, and a wider benefits scheme.   
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner.  If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements and really great benefits
We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader and we’re a Times Top 50 Employer for Women.  
Find out more about working at Thames Water. 
We deliver life's essential service so our customers, communities and the environment can thrive
This means, when a crisis happens, we all rally round to support our customers
As part of your role, you’ll be required to participate in a rota to provide Customer Incident Support, as requested by the Company from time to time
This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead
This is incredibly rewarding, and you’ll be given full training – it’s also a great opportunity to learn more about our business and meet colleagues. 
Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date
This is so we can manage all the applications properly and give candidates a positive experience
Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment
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£55,000
Reading
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Salary Min35000Salary Max55000Contract TypePermanentSalary TypeAnnumAdded17dID903204