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Operational Delivery Manager

2 months ago

Independence, Kansas, United States Anglian Water Full time

Job Summary

We are seeking an experienced Customer Service Team Lead to join our Wholesale Services Operational Delivery team at Anglian Water. As a key member of our team, you will be responsible for managing the delivery of a business-critical service, driving enhanced efficiency and maximizing customer experience.

Key Responsibilities

  • Manage the Customer Care Team, responsible for case managing customers who require specific attention outside of standard processes.
  • Coach, develop, and train the team, sharing operational knowledge, best practices, and ensuring they are challenging process and cultural shortcomings that compromise the effective delivery of customer service.
  • Act as the process liaison and business expert in the delivery and development of customer service excellence, working closely with the Continuous Improvement team.
  • Develop and deliver strategies to improve customer experience, analyzing and developing processes that relate to the improvement of customer satisfaction.

Requirements

  • Experience in an operational or operational support environment.
  • Proven ability to drive improvements in service to customers.
  • Understanding of company strategy and ability to deliver required outputs.
  • Strong team management skills, particularly experience in mentoring and coaching.
  • Excellent organizational skills and time management.
  • Excellent interpersonal, analytical, and communications skills, both written and verbal.
  • Ability to engage and gain buy-in from key stakeholders.
  • Strong prioritization, negotiation, and decision-making skills.
  • Excellent problem analysis and problem-solving skills.

What We Offer

  • A flexible benefits package to support your wellbeing and lifestyle.
  • A commitment to the learning and development of our people, ensuring they have the right skills and knowledge to be successful and achieve their potential.
  • A passion for reflecting the diversity of the communities we serve in both our workforce and supply chain partners.