Contacts Team Manager (J19232) Belfast, Northern Ireland
Salary: GBP18.13 - GBP18.13 per hour
Job Title: Contacts Team Manager
Location: Belfast
Length: Temporary – 6 months
Hours of work: 37hrs Monday – Friday
Rate of Pay: £18.13
The Client:
NI Water was set up in 2007 to provide water and wastewater services in Northern Ireland. They recognise that people are what make Northern Ireland Water a great place to work, so they are always looking for talented and passionate individuals that can help them on the journey to becoming world class.
The Role:
* Ensuring that all written billing contacts are investigated, case-managed and responded to on a daily basis in accordance with DG6 service level agreements and other regulatory targets.
* Ensure a highly focused, customer orientated approach is embedded throughout the team to help protect key customer service metrics such as FPOCR/ Unwanted contacts/ NPS/ DG6/ DG7/ CCNI Stage 2 via adherence to agreed SLAs and provision of excellent customer service, ensuring all queries (reportable and non-reportable) are effectively case managed and resolved in an efficient manner.
* Coordinate, strategically plan and prioritise contacts team workload.
* Drive continuous improvement by reviewing team processes to maximise efficiency and enhance customer service.
* Manage the performance of the overall team and individuals ensuring issues regarding quality and productivity are promptly identified and addressed.
* Ensure financial adjustments and account amendments undertaken by them & the wider team are done so in line with the limits permitted in the Financial Delegations and consistent with NI Water policy.
* Act as Contacts Team lead in 'Customer' service improvement meetings and other cross-functional working groups e.g. Billing Scripts working group. Identifying issues and proposing solutions accordingly.
* Develop effective working relationships with other C&O Functions, NIW Directorates and the outsourced billing partner.
* Deputise for the Billing & Collections Manager in periods of absence and undertake financial adjustments in line with the limits normally adhered to them. Includes the actioning of High Value Leakage Allowances and Refunds received from Echo.
Requirements:
ESSENTIAL CRITERIA
* Have a 3rd Level Qualification (HND/HNC/Degree) and a minimum of 2 years’ experience in a Contacts Team Management Role, or equivalent in a Contacts Team Supervisory Role, within a regulated, target focused environment – with an understanding of the key tasks involved in managing the performance of teams and individuals.
OR
* Have a minimum of 4 years’ experience in a Contacts Team Management role, or equivalent in a Contacts Team Supervisory role, within a regulated, target-focused environment - with an understanding of the key tasks involved in managing the performance of teams and individuals.
AND
* Practical experience of providing policy interpretation and guidance to resolve escalated or complex customer contacts within a large-scale organisation.
* Experience of contribution to the development of new or improved processes with regards to customer service and contact handling.
* Competent in MS Office applications, including Excel & Word with experience of interpreting customer contact data and trend analysis and producing & presenting reports to Senior Management
* Highly proficient in interrogating and administering Customer Relationship Management/Billing systems
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