Contact Centre Manager

City: Cardiff

Address:

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number 7534

Work Type Permanent

Job Function Customer Services

Salary Range £53,982 – £61,308

Base Cardiff

Closing Date 23:59 on 22/04/2025

What you\’ll do

The purpose of this role is to oversee the management of Welsh Water’s Contact Centre (for both Retail and Wholesale enquiries) via two contact centre operational managers, their Team Leaders and a team of circa 140 contact advisors. The role will require a person who can work in a very busy and highly stressful environment – ensuring appropriate services are available for our customers 24:7. The contact centre is key to providing excellent services for our customers across a variety of channels and this role is key to driving these services forward, whilst managing the day to day performance and ensuring that the contact centre is meeting its key objectives.

The development of others is a critical aspect of this role, ensuring that we have a development framework in place which maximises the talent from within the teams and builds the knowledge of the overall contact centre.

The job holder will deputise for the Head of Customer Contact as and when required and so will be required to liaise with senior managers from across the business. They will also be required to be part of an ‘out of hours’ standby rota.

What you’ll be responsible for

• To develop and deliver the overall Contact Centre strategy and annual objectives/business plan to ensure the goals of the strategic 5 year business plan are delivered
• Responsible for Welsh Water’s front line contact centre service – for both Retail and Wholesale activities
• Working collaboratively with other senior colleagues to develop a first contact resolution focused service and culture that improves the customer experience and reduces the need for customers to use the formal complaints procedure
• Leading the delivery of all operations across the Customer Contact teams.
• Driving performance and operational excellence initiatives to continually improve service quality and efficiency.
• Ensuring delivery of all ‘cost to serve’ qualitative and quantitative Contact Centre KPIs
• Ensuring management and control of all operational resources to deliver financial, performance and quality targets
• Overseeing the contact centre recruitment process to ensure ‘best in class’ contact centre advisors are employed
• Coaching and developing the performance of the overall Customer Contact team; creating and maintaining an accountable and high performing team.
• Champion and promote Welsh Water core values, ethics and culture
• Promoting a culture of continuous improvement and behaviours to create an empowered, positive and engaged workforce

Who you’ll work with

Internal

• Retail Leadership and Management Teams
• Planning and Forecasting Team
• Training/development and continuous improvement manager
• Wholesale (water and wastewater delivery teams)

External

About you

Knowledge, Skills & Experience

• Management experience within a customer contact centre environment (100 FTE plus seater) across multiple skill sets and channels.
• Member of appropriate customer service professional body – e.g. Institute of Customer Service, Contact Centre Forum
• Extensive multi-channel experience, within a performance driven, first contact resolution environment (ensuring data integrity at source)
• Understanding of working in a regulated industry
• Understanding of HR practices and policies in the management of others, being comfortable to undertake performance reviews and manage against targets
• Excellent leadership skills and proven experience of developing teams and individuals to reach their potential
• A proven background in the development of others, including growing talent, via development mapping and succession planning
• Experience of continuous improvement within a customer facing service delivery environment, utilising external research and benchmarking and analysing available data to ensure that the contact centre is meeting the demands of both external and internal customers
• Excellent analytical skills to understand and utilise contact centre data, with the ability to analyse both subjective and objective data and draw conclusions.
• Flexibility and ability to adapt to change
• Personal integrity and able to gain trust at all levels of the organisation.
• Results driven and able to inspire others to achieve – demonstrating the values of the Company at all times
• Collaborative; creating working relationships across all areas of the business to achieve results and reduce conflict
• Team player who is self-motivated and passionate about their job, delivering first class customer service and their staff

Good to know

Interviews for the role will be held week commencing 28th April.

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
• Enhanced employer pension contributions – Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Car-leasing scheme
• An employee assistance programme for employees and their immediate family

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work.

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

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