Kelda Group Limited
Customer Support Team Manager
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We currently have an exciting opportunity for a Customer Support Partnership Manager to join an industry leading Customer Service team working within Loop (Yorkshire Water’s award-winning sister company).
Loop is a contact centre dealing with billing calls for Yorkshire water, they also provide a range of other services to Yorkshire water including income collection & Debt recovery.
This role will operate between 8.00am and 6:00pm Monday to Friday. We offer a hybrid way of working, with a minimum of two days per week based at our Thornbury office in Bradford.
We’re ideally looking for someone to work 37.5 hours a week, but we’re happy to consider applications from colleagues preferring to work part-time hours.
Location: Bradford, Thornbury
What will the role involve?
This role is an exciting opportunity to ensure that customers across the Yorkshire region are accurately accessing the bill support they need. This may be our company bill support schemes; Priority Services, debt help or wider services.
As a Team Manager you will take responsibility for your team's delivery of service standards and individual KPI's. You will develop and implement plans to ensure that a high quality, consistent standard of Customer Service is delivered for customers who require additional support.
You will have an awareness of key business drivers; including the customer license condition commitments, regulatory compliance and the adherence to internal process and procedures. This will include the ability to present and review data for regulatory requirements.
You will have the ability to motivate and inspire your team to meet both business and individual personal objectives. You will ensure effective performance management of your team through coaching, feedback and support.
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What responsibilities will you have?
- Ensure key business processes, particularly for the delivery of financial support to customers, are effectively, reviewed, monitored and assured to improve business performance.
- Responsible for stakeholder and relationship management with Yorkshire Water Regulation and Finance, Yorkshire Water Customer Experience Team, CCWater, WaterUK and other water and utility companies.
- Develop and lead key business change programmes to support the business strategic objectives.
- Take responsibility for your own and team’s performance and personal development ensuring delivery of key performance indicators.
- Contribute to the strategic direction of the financial support offer to Yorkshire Water customers.
- Take responsibility for agreeing and communicating key business messages, most notably in relation to affordability and financial support.
- Responsible for the management of key operational risks.
- Directly responsible for the health and safety of employees and for ensuring that other people, including members of the public, are not endangered by company business activities.
What key skills are we looking for?
For this role you will need to be passionate about financial support for Yorkshire Water customers. You will need to be able to demonstrate attention to detail and have the ability to monitor and assure cross-business processes.
The ideal candidate will have excellent leadership and experience of delivering within a regulated environment. You will have a strong track record of implementing and improving processes.
You will have effective communication and influencing skills and be able to effectively manage stakeholders across all levels, both internally and externally.
Your excellent planning, organisational, motivational and leadership skills will also be essential in achieving targets and ensuring the highest standards of customer service is delivered by your team.
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You will be a focused individual with previous people management experience and ideally knowledge of financial support options for customers. You will have a track record for delivering to target and be able to coach and develop your team into delivering results.
What's in it for you?
- We offer a salary from £36,774 and progressing up to £45,774 per annum depending on experience.
- Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
- A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
- Retail savings scheme.
- Gym membership discounts, Online GP service, cycle to work scheme, and many more!
- Free parking.
- Development opportunities in line with the progression plan.
- 25 days annual leave plus bank holidays – plus an extra 2 wellness days!
- Attractive pension scheme (up to 12% company contribution).
Application Process
If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process and submit your CV along with a covering letter to support your application.
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.
Closing Date: 7th August
Interview Dates: W/C 10th August
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