Customer Recovery Team Leader

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.

Some key responsibilities of the role include the following:

• 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)
• Identify escalated cases and work to recover them within the required SLA’s
• 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
• Understand the Recovery team’s contribution to business plan and can clearly explain your team’s 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 people management 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
• Deputise for Team Manager when required.

What key skills are required?

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 your 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 being comfortable taking on feedback to improve your 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, previous experience of Microsoft Office, particularly a good knowledge of Excel- pivot tables and basic formulas is essential in the role.

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

• Closing date – 21st August, 2026

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.