Customer Experience Team Leader - National Accounts

Salary: Competitive Salary plus excellent Veolia benefits
Location: Office based Warrington
Hours: 40 hours per week, Monday- Saturday (8.5hr shifts between 8am - 6pm with 30 minute lunch)
6 Saturdays per year and 2 Bank Holidays per year

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:

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
24 hour access to a virtual GP, 365 days a year, for you and family members in your household
One paid days leave every year to volunteer and support your community
Ongoing training and development opportunities, allowing you to reach your full potentialWhat you'll be doing:

Provide guidance to Customer Service Advisors & Senior Advisors:
Understand the requirements of the Customer Service Advisor role and provide clear direction and guidance to the team.
Monitor customer service metrics and correspondence quality:
Ensure that all required customer service metrics are maintained and tracked to ensure that customer service standards are met. Conduct quality monitoring of customer correspondence, both written and verbal, to ensure that the quality of service is maintained.
Handle customer escalations and provide feedback for coaching:
Be the point of contact for any customer escalations and provide feedback once resolved as a coaching opportunity for the team to improve their skills.
Handle customer escalations promptly and follow through to resolution to ensure customer satisfaction.
Manage people development, sickness, and disciplinary matters:
Effectively manage people development, staff sickness and disciplinary matters in line with Veolia HR policies to ensure that team members are supported and able to perform their duties.
Induct, train, and mentor new starters:
Arrange interviews with potential new employees, undertake interviews and select suitable candidates to join the team.
Induct, train and mentor new starters to ensure that they understand their roles and responsibilities and can provide quality customer service.
Drive continuous improvement and promote internal solutions to customer queries:
Drive continuous improvement to ensure Veolia's customer service offering remains fit for purpose. Coach advisors to promote internal solutions to customer queries and discourage the use of third parties where possible to enhance customer service experience.
What we're looking for:

Communication and Relationship Management:
Effective communication and relationship management are fundamental requirements for the role.
Advanced relationship management skills are required to foster and maintain strong relationships with clients and stakeholders.
Time Management and Decision Making:
Fundamental time management skills are required to balance workload and meet deadlines.
Advanced informed decision-making skills are necessary to make sound decisions that align with the organization's goals
Autonomy and Continuous Improvement:
Proficient autonomy is required to work independently and take initiative.
Fundamental continuous improvement skills are necessary to drive the organization's customer service offering forward.
Interpersonal Skills and Attention to Detail:
Strong interpersonal skills and attention to detail are fundamental requirements for the role.
Advanced attention to detail skills are necessary to ensure accuracy in customer correspondence.
Leadership and Performance Management:
Proven team management experience and the ability to lead by example are required.
Performance management skills are necessary to ensure the team is meeting its objectives and providing quality customer service
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