Overview
We are a Water Utility Company based in the Yorkshire region of England. We currently have permanent, full-time opportunities for Customer Recovery Team Leader to join the Customer Management Centre. These roles are based in Bradford with a hybrid working arrangement (a mix of office and home-working). The role is 37 hours per week, Monday to Friday between 8:00am and 6:00pm (a set shift pattern will be discussed at interview).
Salary from £35,178 - £43,910 per annum dependant on experience. Benefits include an annual performance related bonus (up to £1,000), an attractive pension scheme (up to 12% company contribution), life assurance (4 times pensionable salary), 25 days annual leave plus bank holidays plus a wellness day, and a flexible benefits package (health cash plan, critical illness, dental, life assurance flex and partner cover). Other benefits include a retail savings scheme, Online GP service, cycle to work scheme, gym membership discounts, and other opportunities.
What we do: We provide essential water and wastewater services to the Yorkshire region, protecting communities, environment, and public health, with a commitment to 24/7/365 operations.
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. You will work with the wider team to deliver brilliant customer recovery and exceptional service in a dynamic environment.
Responsibilities
* Work with key stakeholders to take ownership of day-to-day resource allocation of the contact centre to meet service level agreements (SLAs).
* Identify escalated cases and recover them within required SLAs.
* Create an environment where the team excels through performance management, coaching and development in line with policies and the customer promise.
* Use data to identify coaching needs and develop action plans with coaches to support effective customer resolution.
* Complete quality assurance checks of customer contacts to ensure effective resolution.
* Promote a Great Place to Work by modelling our values and customer promise.
* Explain your team’s role in the Recovery and Customer Experience Operations plan and contribute to the overall business plan.
* Ensure health, safety and wellbeing of yourself and the team; implement Safe Working Practices and risk assessments.
* Support your own development and that of your team, fostering continuous improvement.
* Engage with policies and conduct meetings such as capability and sickness/absence reviews; manage performance and recognition as required.
* Hold regular 1:1s and performance reviews in line with policy.
Key Skills and Qualifications
* Strong background in customer service with experience in managing people in a busy customer service environment.
* Ability to work on own initiative and solve problems; highly organized with excellent written and verbal communication skills.
* Ability to interpret data and translate into meaningful actions; comfortable operating in a performance-driven culture with coaching frameworks.
* Excellent interpersonal skills to build relationships with stakeholders across Customer Experience and cross-functionally; strong networking and influencing abilities.
* Good IT skills, including Microsoft Office; strong knowledge of Excel (pivot tables and basic formulas).
How to apply
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. The closing date and pre-employment checks are subject to change; recruitment processes may include background checks and security vetting where applicable. We are committed to accessible recruitment and offer adjustments as needed during the process.
Note This role is subject to medical questionnaire and may require further medicals when required. We reserve the right to close this position early if needed. No agencies please.
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