Billing Team Manager

Yorkshire Water; Bradford; Hybrid; GBP 33,000 - 40,000; Full time

Job summary

A leading company in the Yorkshire region is looking for a Team Leader for their contact center. The role involves coaching and developing a team to deliver high customer service standards and achieve business goals. Candidates should have a proven track record in team management within a fast-paced environment. The company offers a competitive salary, hybrid working options, and a comprehensive benefits package.

Benefits

Annual company bonus

Attractive pension scheme

25 days annual leave plus bank holidays

Life assurance cover

Health cash plan scheme

Gym membership discounts

Qualifications

• Experience in coaching and developing a team in a customer-facing environment.
• Strong leadership and motivational skills.
• Ability to implement tactical plans to achieve strategic objectives.

Responsibilities

• Support and performance manage the team through coaching.
• Build strong relationships with stakeholders.
• Optimize team performance and propose solutions.

Skills

Coaching

Leadership

Communication

Organizational Skills

Motivational Skills

Stakeholder Management

Job description

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Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Loop:

• We offer a salary up to £39,957 depending on experience.
• Hybrid working available
• Annual company bonus
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with theBilling Contact Centre 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!

Location: Loop Customer Management, Number One, Midpoint Business Park, Bradford BD3 7AY

Work type: Permanent. Full Time role - 37.5 Hours a week

What we do:

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. It is a Great Place to Work and have been awarded a one-star award and deemed an outstanding company to work for.

Colleague wellbeing and a genuinely positive work experience for all are key priorities. We achieve this through our Wellbeing strategy and our Great Place to Work Team. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of “A thriving Yorkshire. Right for Customers. Right for the environment.”

Where you fit in:

You will support the team by identifying specific coaching needs, areas of focus and develop action plans through good coaching conversations.

Support and performance manage your team through monthly catch ups and develop the team to meet their own and team goals, through personal development plans and progression within role.

You will coach the team using a coaching framework to identify customer specific needs and offering them the best suitable support or solution.

Identify and communicate key messages effectively.

Build and maintain strong working relationships with stakeholders and other areas of the business.

Optimise performance by proposing solutions & encouraging the team to do the same.

Understanding GDPR guidelines and the business rules of retention of data.

Support the delivery of our Business Plan with effective recruitment and planning.

Supports colleagues’ holistic wellbeing by using available support networks.

What skills & qualifications you will need:


For this role we are looking for a leader who can bring their best.

It is essential you have experience in coaching, supporting and developing a team within a fast paced, customer facing environment.

Your excellent planning, organisational, motivational and leadership skills will also be essential in achieving high team engagement and ensuring the highest standards of customer experience is delivered by your team.

You will need to be able to demonstrate the ability to quickly implement tactical plans to deliver strategic objectives.

You will have effective communication and influencing skills whilst being able to effectively manage stakeholders.

You will have a track record of improving processes, coaching teams into delivering better results and create opportunities for them to progress.

You will be a focused and resilient individual with previous people management experience in a customer facing environment.

You will have excellent leadership, strong commercial acumen, connecting needs of clients and internal mechanisms to create value.

Do we sound like your cup of tea?

If you’ve got experience in managing a team within a contact centre or a role which is similar and want to be part of our team, then be sure to apply today.

We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply.

Recruitment Process

Interview dates – 5th, 9, 10, 11thJune for interviews

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.

We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply.

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.

“Bring your best, create connections, make it better and see it through”