Customer Resolution Team Leader in Bradford

Overview

Customer Resolution Team Leader role at CUPONING PULICIDAD S.L.

Location: Bradford with hybrid working arrangement (3 days in the office per week).

We are a Water Utility Company based in the Yorkshire region of England offering a competitive salary and a comprehensive benefits package.

Job Description

Customer Resolution Team Leader

Salary range: £35,178 – £43,910 per annum depending on experience. Includes annual performance related bonus, an attractive pension scheme (up to 12% company contribution), and various development opportunities in line with the progression plan for the role.

Benefits include 25 days annual leave plus 8 bank holidays plus a wellness day; life assurance cover of 4 times pensionable salary; a health and wellbeing benefits package (health cash plan, critical illness insurance, dental insurance, life assurance, partner cover); retail savings scheme; online GP service; cycle to work scheme; gym membership discounts and more.

We currently have 2 x Customer Resolution Team Leader opportunities in the Customer Management Centre: one permanent role and one 12-month fixed-term role, both full-time (37 hours per week). The working pattern will be discussed at interview.

Based in Bradford with hybrid working arrangement in place (3 days in the office per week).

Where You Fit In

Are you passionate about delivering great customer service and can support and develop a team of Customer Resolution Agents to resolve issues on night and day shifts? This role leads and manages a team to effectively resolve customer issues across multiple channels, with a focus on first-contact resolution and excellent customer service for the Yorkshire region. You will work with the wider team to deliver an exceptional level of service in a dynamic and fast-paced environment, aligned to the company strategy “A thriving Yorkshire. Right for customers. Right for the environment.”

You will be working with stakeholders to manage day-to-day resource allocation to meet service levels, use data to identify improvements, and develop action plans with coaches to support effective customer resolution.

Responsibilities

• Lead and manage a team of Customer Resolution Agents within the Customer Management Centre to resolve customer issues across multiple channels, with a focus on first-contact resolution.
• Allocate resources to meet service level agreements (SLAs) and work with stakeholders on day-to-day staffing.
• Use data to identify process improvements and ensure actions align to customer and colleague experience.
• Create an environment where team members excel through effective performance management, coaching, and development in line with policies and procedures.
• Identify coaching needs from data and develop action plans with coaches to improve customer resolution performance.
• Complete quality assurance checks of customer contacts to ensure effective resolution.
• Promote a Great Place to Work by understanding the business strategy, values, and customer promise.
• Explain the team’s contribution to the Customer Experience Operations plan and align activities to achieve it.
• Take responsibility for health, safety, wellbeing, Safe Working Practices, and risk assessments for self and team.
• Support personal and team development with a culture of continuous improvement.
• Understand Yorkshire Water policies and engage with stakeholders to conduct meetings such as capability and sickness/absence reviews.
• Conduct regular 1:1s and performance reviews in line with the reward and recognition policy.

Skills & Qualifications

• Strong background in customer service with experience managing people in a busy environment.
• Ability to work on own initiative and use problem solving to resolve issues; highly organized with excellent written and verbal communication skills.
• Ability to interpret data and draw meaningful conclusions; comfortable in a performance-driven culture and familiar with coaching performance frameworks.
• Excellent interpersonal, networking, and influencing skills; able to negotiate and challenge where necessary.
• Good IT skills with familiarity of corporate systems; knowledge of Excel (pivot tables and formulas) is key.
• Commitment to delivering high-quality customer experiences and developing teams.

If you are interested in this opportunity, please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process

Closing date: 26 September 2025. Pre-employment checks may include Basic Disclosure; some roles require security vetting (Counter Terrorist Check or Security Check). Medical questionnaires and further medicals may be required. We are committed to accessible recruitment and can make reasonable adjustments upon request. No agencies please.

Additional Information

Kelda Group reserve the right to close this position before the published closing date if needed. Referrals increase your chances of interview. Location notes: Bradford, Leeds, Huddersfield, Halifax, Batley, and surrounding areas are listed for reference.