Location: Huntingdon

Contract: Permanent

Salary: Depending on skills and experience

At Anglian Water, our values are that together, we will: Build trust, do the right thing, and we are always exploring.

Who We Are

Integrated Metering Alliance (IMA) is the team that provides new and replacement meters, water saving initiatives and develops new ways to better service our customers. This area of Anglian Water has a whole host of roles and opportunities available, from operational frontline work to project management, data analysis and more.

IMA is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job.

If you want to join a team that is rapidly expanding, full of growth opportunities and networking opportunities with partner organisations, join us.

What Will You Be Doing as a Contact Team Delivery Manager?

This role is a key part of the IMA OMC management team and is responsible for delivering Outbound Contact to secure appointments as part of the office support functions. You will manage all outbound appointment makers within the IMA Contact Team, ensuring appointments are booked efficiently to maximise productivity and customer satisfaction. This role also plays a key part in managing customer expectations, meeting service levels, and fulfilling commitments related to CMEX & RMEX.

Your main responsibilities include overseeing the customer contact process, managing appointments, and ensuring compliance with internal and external targets. You will also provide leadership to a team, promoting skill development and ensuring processes are optimised for effectiveness and efficiency.

What Attributes Are Required?

• Strong coaching and leadership skills
• Ability to manage customer appointment processes and ensure efficient scheduling
• Excellent problem-solving and data analysis skills
• Skilled in managing and resolving customer queries
• Ability to work in a dynamic, fast-paced environment
• Excellent communication and collaboration skills
• Proactive approach to handling service delivery changes and issues

A Little Bit About Your Skills, Experience, and Behaviours…

• Previous experience in managing teams and appointment processes
• Ability to analyse data to improve service delivery and efficiency
• Expertise in telephony systems such as SAP, Oracle, and Puzzel
• Ability to work with multiple stakeholders to achieve business goals
• Strong performance management and development skills
• Knowledge of smart metering and resource planning
• Ability to manage cost reductions while improving service

Why Anglian Water?

Our people are at the heart of everything we do, and we believe in rewarding and recognising the great work of our team. Some of our benefits include:

• Bonus scheme
• Private health care
• Competitive pension scheme
• Up to 26 days annual leave, increasing with length of service
• Flexible benefits to support your wellbeing
• Inclusion is for Everyone

We are an equal opportunity employer and consider all suitably qualified applicants, regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We focus on merit and passion for creating better outcomes and are committed to fostering an inclusive environment where all colleagues feel they belong.

If you think this is the next step for your career, apply today!

Closing Date: 8th January 2025

#loveeverydrop