This role will include managing a team of front-line Advisors to deliver outstanding customer experience focused on 'resolve first time, every time' by positively achieving challenging Key Performance Indicators (KPIs).
Responsibilities
* Ensure regulatory compliance standards are consistently achieved (DPA, customer records) along with a thorough knowledge of C-MeX.
* Coach, lead and support the team to deliver a positive customer experience in an efficient and effective manner with resolve first time, every time' approach.
* Manages underperformance within the team and supports with effective development plans in a timely manner, maintaining attrition levels within plan.
* Inspirational and creative leader with first class communications skills (both written and verbal).
* Builds great business relationships with the people who report into them, identifies training/coaching needs and delivers to the team.
* Promotes a culture of diversity and inclusivity throughout the workplace.
* Confident managing operational incidents putting the customer & team wellbeing at forefront when making critical decisions.
* Ability to empower and engage the team, making Affinity Water a great place to work.
* Professional leadership skills, able to motivate and inspire people and get results through others – ensures employees know what is expected of them and receive regular, reflective and meaningful feedback.
* Good organisational and time management skills with a proven ability to plan, problem solve and prioritise.
* Ability to manage and oversee operational incidents putting the customer & team wellbeing at forefront when making critical decisions.
* Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve and is committed to building a more inclusive culture where every member of our workforce can thrive.
Additional information
* You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.
* Hours of work: The billing Contact centre covers 08:00–20:00 (Monday to Saturday) on a pattern. Pattern options include: 08:00–16:30, 08:30–17:00, 09:30–18:00, 11:30–20:00.
* Competitive salary dependant on skills and experience.
* Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
* Entry into the company annual bonus scheme.
* Annual leave from 23–27 days rising with length of service, with the option to purchase up to 5 extra days.
* A 'Celebration Day' in addition to public holidays for religious or other important occasions.
* A generous 'double match pension scheme' that doubles your contributions (company contribution capped at 12%).
* Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and paid Carers Leave.
* Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
* Access to our Wellbeing Centre with support for physical and mental health.
* Discounts at a range of retail outlets and on dental and medical insurance through our Tap4Perks scheme.
* Up to 4 Affinity days a year to volunteer in the community.
* Life Assurance.
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