Catchment Team Leader

Yorkshire Water; Pudsey; Hybrid; GBP 37,000 - 46,000; Full time

Benefits offered by this job

Salary £36,673–£45,776 per annum

Annual performance related bonus

Pension scheme up to 12%

Development opportunities

25 days annual leave + 8 bank holidays

Life assurance 4x pensionable salary

Health/dental insurance options

Cycle to work and gym discounts

Retail savings scheme

Job summary

Yorkshire Water is seeking a Catchment Team Leader to guide the Customer Management Centre’s resolution and scheduling teams. You will ensure issues are resolved efficiently by directing engineering responses and optimizing the customer journey across the Yorkshire region.

The role requires strong leadership, exceptional communication, and the ability to interpret performance data to drive improvements while maintaining a focus on the company’s promise to customers and the environment.

Qualifications

• Strong background in customer service and dealing with diverse customers.
• Experience managing a team in a busy contact centre.
• Able to work on own initiative with effective communication.
• Excellent organisational and problem-solving skills.
• Proficient using IT systems and Excel for data analysis.

Responsibilities

• Own day-to-day resource allocation to meet service levels.
• Coach and develop team to improve performance.
• Conduct quality assurance checks on customer contacts.
• Lead performance reviews and development plans.
• Collaborate with stakeholders to support experiences.

Skills

Customer service

People management

Communication skills

Problem solving

Data interpretation

IT literacy

Tools

Excel (Pivot tables)

Job description

Select how often (in days) to receive an alert:

• We offer a salary range from £36,673- £45,776 per annum dependent on experience.
• Annual performance related bonus
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Catchment Team Leader progression plan
• 25 days annual leave plus 8 x bank holidays – plus two wellness days! If required to work on a bank holiday you will receive appropriate days in lieu
• 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!

We currently have an exciting opportunity for a for Catchment Team Leader to join the Customer Management Centre

Work Type

This is a permanent role, working full time 37 hours per week, the working pattern we have available is working Monday to Friday 8.00pm- 4.00pm with one weekend day to be worked, every other week and a corresponding day off in lieu during the week that the weekend day is worked.

Where I’d work:

Leeds Valley Park with hybrid working in place for this role, we expect people to be in the office 3 x days per week.

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

Where you fit in:

Are you passionate about providing great customer service, do you think you can support and develop a team of Customer Resolution Agents and Schedulers in getting it right day & night? Then this could be the role for you.

You will lead and manage a team of Customer Resolution Agents and Schedulers within the Customer Management Centre, to effectively resolve customer issues across multiple communication channels. You will ensure the team manage the customer journey from identifying the problem to sending the right engineer to resolve the issue first time and helping and supporting our customers across the Yorkshire region. This is in line with our company strategy “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 delivering an exceptional level of customer service in a dynamic and fast paced environment.

You will -

• 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)
• Use data to identify where processes can be improved and aligned to get it right for customer and colleague
• 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
• Take personal responsibility for making Yorkshire Water a Great Place to Work (GPTW) through understanding our business strategy, demonstrating our values and delivering our customer promise.
• Understand the Catchment team’s contribution to the Customer Experience Operations business plan and can clearly explain your teams 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 Yorkshire Water’s 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

What skills & qualifications you will need:

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 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 been comfortable taking on feedback to improve 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 and previous knowledge of Yorkshire Water Corporate Systems is desirable. Also previous experience of Microsoft Office, particularly a good knowledge of Excel- pivot tables and basic formulas is key in the role.

Recruitment Process –

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 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.