Customer Resolution Team Leader

Overview

We currently have an exciting opportunity for 2 x Customer Resolution Team Leader’s to join the Customer Management Centre. We have one permanent role and one 12 x months temporary opportunity, both working full time – 37 hours per week between Monday to Sunday. The specific working patterns available will be discussed with you at interview stage. Based in Bradford with hybrid working arrangement in place (3 days in the office per week).

Salary and benefits include:

• Salary range £35,178- £43,910 per annum dependent on experience.
• Annual performance related bonus
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Customer Resolution Team Leader progression plan
• 25 days annual leave plus 8 x bank holidays – plus an extra wellness day. If required to work on a bank holiday you will receive appropriate days in lieu
• 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

Where you fit in

Are you passionate about providing great customer service, do you think you can support and develop a team of Customer Resolution Agents in getting it right day & night? Then this could be the role for you.

You will lead and manage a team of Customer Resolution Agents within the Customer Management Centre, to effectively resolve customer issues across multiple communication channels. With a focus on delivering resolution on first contact and helping and supporting our customers across the Yorkshire region. This is in line with our company strategy “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 delivering an exceptional level of customer service in a dynamic and fast paced environment.

You will

• Work alongside key stakeholders to take ownership of the day to day resource allocation of the contact centre in order to deliver against agreed service level agreements (SLA’s)
• Use data to identify where processes can be improved and aligned to get it right for customer and colleague
• Create an environment where our people excel through effective performance management, coaching and development in line with the customer promise and Yorkshire Water’s policies and procedures
• Use data to identify specific coaching needs and areas of improvement to support effective customer resolution and develops action plans working alongside coaches
• Complete quality assurance checks of customer contacts to ensure effective resolution of customers
• Take personal responsibility for making Yorkshire Water a Great Place to Work (GPTW) through understanding our business strategy, demonstrating our values and delivering our customer promise
• Understand the Resolution team’s contribution to the Customer Experience Operations business plan and can clearly explain your teams role to plan in achieving it
• Take responsibility for health, safety and wellbeing of yourself and team, ensure Safe Working Practices and Risk Assessments are in place
• Take responsibility for your own personal development and your teams, creating a supportive coaching culture – focused on continuous improvement
• Have a good understanding of Yorkshire Water’s policies & can engage with key stakeholders to effectively carryout meetings such as conduct capability and sickness/absence reviews
• Conduct regular 121s and performance reviews including any requirements against the reward and recognition policy

What skills & qualifications you will need

• You will have a strong background in customer service and a passion to deliver excellent customer experiences. You will have previous experience of managing people in a busy customer service environment.
• You will be able to work on own initiative and use problem solving skills to be able to resolve customer issues. You will be highly organised, able to prioritise workloads to meet deadlines and have exceptional communication skills both written and verbal.
• You will be able to understand and interpret data and convert this into meaningful conclusions. You will excel in a performance driven culture and be familiar with the coaching performance framework to improve team performance, whilst also been comfortable taking on feedback to improve own personal performance.
• With excellent interpersonal skills you will be able to build effective relationships with key stakeholders within Customer Experience and cross-functionally. You will have excellent networking and influencing skills, able to influence, negotiate and challenge where necessary.
• You will be using a range of IT systems in the role therefore good IT skills are key and previous knowledge of Yorkshire Water Corporate Systems is desirable. Also previous experience of Microsoft Office, particularly a good knowledge of Excel- pivot tables and basic formulas is key in the role.

Application process

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

Recruitment Process

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

No agencies please.