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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