This role will include managing a team of front‑line Advisors to deliver outstanding customer experience focused on 'resolve first time, every time' and positively achieving challenging Key Performance Indicators (KPIs).
Responsibilities
- Ensure regulatory compliance standards are consistently achieved (DPA, customer records) and maintain thorough knowledge of C‑MeX.
- Coach, lead, and support the team to deliver a positive customer experience in an efficient and effective manner.
- Manage underperformance within the team and support with effective development plans, maintaining attrition levels within plan.
- Apply a 'resolve first time, every time' approach to resolve incidents.
- Confidently manage operational incidents, putting customer and team wellbeing at the forefront when making critical decisions.
- Provide regular, reflective and meaningful feedback to employees, ensuring they know what is expected.
- Plan, problem‑solve and prioritise tasks, demonstrating strong organisational and time‑management skills.
- Empower and engage the team, fostering a culture of diversity and inclusivity throughout the workplace.
- Build strong business relationships with team members and identify training/coaching needs.
- Inspire and create a workplace where Affinity Water is perceived as a great place to work.
Qualifications
- Professional leadership skills and the ability to motivate and inspire people.
- Excellent written and verbal communication skills.
- Strong organisational and time‑management skills, with proven ability to plan, problem solve and prioritise.
- Experience in coaching, mentoring or mentoring teams.
- Demonstrated commitment to diversity, inclusion and creating an inclusive culture.
- Experience in managing operational incidents and making critical decisions that balance customer and team wellbeing.
Benefits
- Competitive salary based on skills and experience.
- Learning and development opportunities, including mentoring, formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave ranging from 23 to 27 days, rising with length of service, and option to purchase up to 5 extra days.
- ‘Celebration Day’ in addition to public holidays for celebrating religious festivals or other important occasions.
- Double‑match pension scheme, with company contribution capped at 12%.
- Family benefits including enhanced maternity, adoption, paternity, shared parental leave, fertility support leave and up to 5 full or 10 half days of paid carers leave.
- Menopause policy and reasonable adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for physical and mental health.
- Discounts at a range of retail outlets and on dental and medical insurance through the Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.
Operations Contact Centre Team Leader in Hatfield employer: Affinity Water
Affinity Water is an excellent employer, offering a dynamic work culture that prioritises employee development and well-being. With a competitive salary starting from £55,000 and a range of benefits tailored to support both personal and professional growth, employees can thrive in their roles while contributing to the success of a vital service. Located in a collaborative environment, this position provides unique opportunities to make a meaningful impact on workforce management for frontline advisors.
