Customer Service Team Leader

  • Job Reference: 110766
  • Date Posted: 15 January 2020
  • Employer: Veolia
  • Location: Covering the Southern region
  • Salary: On Application
  • Sector: Operations
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Salary - Up to £40,000 depending on experience, plus Veolia benefits *listed below

Location -  Based in Swindon SN5 7EX but will require regular travel to our other South Region offices and occasionally further afield.

Hours - Full time, 9 AM to 5 PM Monday to Friday

We have an excellent opportunity for an experienced Customer Service Team Leader to join our team in the South Region. The successful candidate will lead a small team of Customer Service Administrators ensuring that all processes and activities are completed in a timely, accurate and professional manner, particularly in relation to customer relationship management and billing, ensuring regulatory compliance is maintained. 

What you’ll do

Day to day responsibilities:

  • Be the main point of escalation for customer queries and complaints.

  • Compliance with all Health and Safety policies and procedures. 

  • Compliance with all Veolia policies and procedures.

  • Ensure regulative compliance is maintained (Ofwat and Heat Trust). 

  • Line management of direct reports. 

  • Deliver required levels of service for activities managed (e.g. customer correspondence and queries, billing completeness). 

  • Be an escalation point for customer queries, providing suitable solutions.

  • Production of month-end KPI reporting. 

  • Actively manage the distribution of work and responsibility within the team. 

  • Develop, maintain and enforce effective processes within the team (e.g. for Job Scheduling, Query Management, MIMO’s, Cash Allocation, Billing Completeness, Billing Accuracy, Estimates etc). 

  • Revenue maximisation (ensure all customers that should be billed are billed). 

  • Management of Veolia Customer Hub for Veolia Customers.

  • Provide support for systems development and testing.

  • Maintain good working relationships and effective communications with both internal and external stakeholders.

  • Ensure all relevant accreditations and/or certificates of competency and training within the team are maintained.

  • Promote a good health and safety culture and risk awareness within the team, being a good ambassador for Veolia.  

The experience you will need


  • Experience working in a regulated industry.

  • Ability to lead a small team.

  • Accuracy and attention to detail.

  • Ability to work on own initiative.

  • Good IT skills.


  • Knowledge of Ofwat regulation.

  • Knowledge of The Heat Trust / District Heating Network.

  • Experience of Salesforce, Concept and/or similar work scheduling systems.

  • Experience of Navision or similar CRM/Billing/Accounting software.

  • Previous experience managing people.

Benefits you will receive within this role are

  • Eligible for Local Performance Bonus

  • The option to join the Veolia Pension Scheme

  • Access to Veolia Rewards, benefits and discounts

  • Free eye testing and money towards glasses if required for work purposes 

  • 25 days annual leave + statutory bank holidays 

Where you’ll work

We require an experienced team leader to supervise a team based within the Customer Services Department in Swindon. The role will be focused on managing customers in our Water and District Heating business lines and will require regular travel to our other South Region offices and occasionally further afield.


Who is Veolia?

We are the UK leader in Environmental Solutions. We offer services and expertise in waste, water and energy management helping to build a more sustainable future. As a global organisation, our work focuses on delivering simple but innovative solutions to preserving natural resources, reducing pollution and protecting our environment.

We live in a world that needs to take care of its resources, and our mission is to 'Resource the World'. Improving communities and protecting the environment are right at the heart of our business.

It takes more than just words and ambition to achieve this, it takes the daily efforts of thousands of people across the UK to bring it to life. Together our employees make our communities better. They are the resourcers, behind the resources.


Veolia is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief, sexual orientation, or veteran status.