Catchment Team Leader — Hybrid Customer Resolution Lead

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

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.