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For Companies At a Glance
- Tasks: Lead a team to deliver exceptional customer service and resolve issues effectively.
- Company: Join Yorkshire Water, a company committed to customer satisfaction and environmental responsibility.
- Benefits: Competitive salary, performance bonuses, generous leave, and a great benefits package.
- Why this job: Make a real difference in customer recovery while developing your leadership skills.
- Qualifications: Experience in customer service and team management, with strong problem-solving skills.
- Other info: Enjoy a hybrid working model and opportunities for personal development.
The predicted salary is between 35178 - 43910 £ per year.
Overview
Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:
These are permanent roles, working full time, 37 hours per week, Monday to Friday between 8:00am – 6:00pm. A set shift pattern will be discussed further at interview. Based in Bradford, with a hybrid working arrangement in place – a mix of office and home-working.
We currently have a number of exciting opportunities for Customer Recovery Team Leader\’s to join the Customer Management Centre.
Benefits
- Salary from £35,178 – £43,910 per annum dependant on experience
- Annual performance related bonus (£1000 maximum bonus opportunity for the performance year)
- Attractive pension scheme (up to 12% company contribution)
- Development opportunities in line with the Customer Recovery Team Leader progression plan
- 25 days annual leave plus bank holidays – plus an extra wellness day
- Life assurance cover of 4 times pensionable salary
- A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover
- Retail savings scheme
- Online GP service, cycle to work scheme, gym membership discounts and many more
Role fit
Are you passionate about providing great customer service and recovering a customer\’s problem? Do you think you can support and develop a team of agents in getting it right day & night? Then this could be the role for you.
Where you fit in
As Customer Recovery Team Leader you will lead and manage a team of Customer Recovery Agents within the Customer Management Centre to effectively recover customers across multiple communication channels with a focus on delivering resolution on first contact. This is in line with our vision: A thriving Yorkshire. Right for customers. Right for the environment. You will be working with the wider team across the Customer Management Centre supporting each other to deliver our shared vision of brilliant customer recovery; delivering an exceptional level of customer service in a dynamic and fast paced environment.
Key responsibilities
- Work with key stakeholders to take ownership of day-to-day resource allocation of the contact centre to meet service level agreements (SLA\’s)
- Identify escalated cases and recover them within the required SLA\’s
- Foster an environment where the team excels through performance management, coaching and development in line with the customer promise and Yorkshire Water\’s policies
- Use data to identify coaching needs and improvement areas; develop action plans with coaches
- Complete quality assurance checks of customer contacts to ensure effective resolution
- Contribute to creating a Great Place to Work by understanding our big ambition and values
- Explain the Recovery team\’s role in the Customer Experience Operations plan and support achievement
- Ensure health, safety and wellbeing; maintain Safe Working Practices and Risk Assessments
- Support personal development for self and team; promote continuous improvement
- Understand Yorkshire Water\’s policies; engage with stakeholders to conduct meetings (e.g., capability and sickness/absence reviews)
- Conduct regular 1:1s and performance reviews in line with reward and recognition policy
Key skills and qualifications
- Strong background in customer service with experience managing people in a busy environment
- Ability to work on own initiative; strong problem-solving, organisational, and communication skills
- Ability to interpret data and translate insights into actions; comfortable in a performance-driven culture
- Excellent interpersonal, networking and influencing skills; able to negotiate and challenge when needed
- Good IT skills; experience with Microsoft Office, especially Excel (pivot tables and formulas)
How to apply and recruitment process
If you are interested, please complete the online application process and submit a covering letter and CV outlining your suitability for the role.
Recruitment Process
Closing date – 22 September 2024
Note: All roles are subject to pre-employment checks (e.g., Basic Disclosure) and may include additional security vetting depending on the role. A medical questionnaire and further medicals may be required.
We are committed to accessibility in recruitment and offer reasonable adjustments to support applications. If you require adjustments, include details in your application so we can discuss them.
Other information
Kelda Group reserve the right to close this position before the published closing date. No agencies please.
All information is subject to change; please verify during the application process.
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Customer Recovery Team Leader employer: Kelda Group Limited 0000411940 - Kelda Group Limited
Contact Detail:
Kelda Group Limited 0000411940 - Kelda Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Recovery Team Leader
✨Tip Number 1
Get to know the company! Research Yorkshire Water's values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! As a Customer Recovery Team Leader, you'll need to demonstrate how you can handle escalated cases effectively. Think of examples from your past experiences where you've turned a tough situation around.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining Yorkshire Water and ready to dive into the role.
We think you need these skills to ace Customer Recovery Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Recovery Team Leader role. Highlight your experience in customer service and team management, and don’t forget to mention any relevant skills that match the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer recovery and how your background makes you the perfect fit for our team. Keep it engaging and personal!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love seeing candidates who can think on their feet and come up with effective solutions!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our company there.
How to prepare for a job interview at Kelda Group Limited 0000411940 - Kelda Group Limited
✨Know Your Stuff
Before the interview, make sure you understand Yorkshire Water's mission and values. Familiarise yourself with their customer service approach and think about how your experience aligns with their goals. This will show that you're genuinely interested in the role and the company.
✨Showcase Your Leadership Skills
As a Customer Recovery Team Leader, you'll need to demonstrate your ability to manage and develop a team. Prepare examples of how you've successfully led teams in the past, focusing on coaching, performance management, and fostering a positive work environment.
✨Data-Driven Mindset
Since the role involves interpreting data to improve team performance, be ready to discuss how you've used data in previous roles. Think of specific instances where your insights led to actionable improvements or resolved customer issues effectively.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions prepared that show your interest in the role and the company. You might ask about the team's current challenges or how success is measured in the Customer Recovery Team. This not only shows your enthusiasm but also helps you gauge if the role is the right fit for you.