Customer Transition Team Manager

Position information:

Location: Lochside View, Edinburgh


Start date: ASAP

Salary (range): Negotiable


Job description:

Customer Transition Team Manager


This role offers a competitive salary and rewards package including up to 20% annual bonus, pension plan, employee discounts and flexible benefits; including 31 days annual leave plus 6 bank holidays.

Hours - 37 hours per week, Monday to Friday. (Full time)

About Us

Business Stream is one of the leading providers of water retail services to businesses across the UK, operating in a highly competitive market. We are a growing company, having acquired the non-household customer base of Southern Water in April 2017, and in October 2019 we acquired Yorkshire Water's non-household customer base. We've also secured over £250 million of new business and firmly positioned Business Stream as one of the top three water retailers in the UK.

The Role

The Customer Transition Team Manager is responsible for supporting the delivery of a best-in-class, end-to-end customer experience, ensuring both the customers joining and leaving experiences are positive.

The role will support the Head of Onboarding and Offboarding to manage the initial and final customer encounter to create a positive customer experience; delivering an efficient and coordinated process; and successfully establishing a highly effective and motivated team.

This is an important managerial position within Business Stream and, as such, is required to work collaboratively with other leaders across the business to deliver on the following priorities:

  • Delivering a market leading experience in Customer On/Offboarding and operational excellence as a key enabler to support future growth and customer retention.
  • Ensuring a clear view, measuring from point of sale to first invoice payment, minimising fallout at all stages of the customer journey.
  • Ensuring a clear view from loss notification to final bill, maximising save opportunities, co-ordinating objections and minimising debt on customer losses.
  • Delivering and deploying operational efficiencies to support our cost to serve whilst maximising cash in flows through accurate, timely and complete account set up.
  • Make a positive difference for our customers, our people, our environment, and the communities in which we operate.

Core responsibilities

  • Deliver a high quality, responsive end-to-end onboarding experience across all customer types by enhancing customer touchpoints and journey to minimise delays, debt and customer churn.
  • Ensure a high-quality customer offboarding experience from loss notification to final bill, maximising save opportunities, coordinating objections, gathering feedback and minimising debt on loss notification.
  • Ensure a clear end-to-end view of all on/offboarding with effective ways of working, role distribution and workloads across on/offboarding.
  • Maintain a clear end-to-end view of all on/offboarding, from notification to billing and payment, working closely with owners at each side of the process for effective handoffs.
  • Work with team managers, seniors and case owners to ensure that performance management, professional development and training, and high levels of employee engagement are key areas of focus.
  • Ensure sufficient controls and reporting are in place to prevent market data misalignment.
  • Act as a role model, promoting Business Stream values and setting high standards through own behaviour and actions.
  • Develop and embed a culture of continuous improvement and benefit realisation to support current and future business requirements.
  • Effectively manage the performance of seniors, case owners and external suppliers, setting and monitoring objectives, such as performance, which ensures value for money and improved service delivery.
  • Be an ambassador of Business Stream values & behaviours at all times.
  • Be responsible for guaranteeing that information and records processed (received, created, used, stored, destroyed) on behalf of the company are managed in compliance with all applicable legislation, codes and policies e.g. Data Protection, Information Security and Records Management.
  • Undertake any other duties as may reasonably be required.

What we are looking for

We're looking for someone with demonstratable experience of working closely with customers and delivering excellent customer service. You will have an understanding of how to enhance and support a customer's experience, and effectively leading and motivating a team.

It essential that you will have a proven record of effectively prioritising and organising own workload to deliver against appropriate deadlines and/or KPIs.

How do I apply?

Please submit a covering letter with your CV. Please note, your cover letter will also be reviewed as part of the selection process and should cover the following points:

  • Why you are interested in applying for the role;
  • Why you think you'd be a strong match for the role

Please also include current salary details and notice period with your application.

Applications should be received no later than 5pm on 2nd December 2021.

Desired skills:

Contact information:

Contact name: Gillian Brown


Phone number:

Apply now