Contact Support Team Manager

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

Benefits offered by this job

Health cash plan

Critical illness insurance

Dental insurance

Life assurance

Partner cover

Retail savings scheme

Gym membership discounts

Online GP service

Cycle to work scheme

25 days annual leave + wellness days

Pension up to 12%

Job summary

Loop is recruiting an experienced Contact Support Team Manager to lead a 13-person team delivering customer and colleague support. You’ll drive first-time resolution, share insights to improve processes, and work with Yorkshire Water stakeholders to enhance knowledge content and service outcomes.

You’ll oversee day-to-day operations, coaching, and resource planning, with a hybrid role based at the Bradford Thornbury office.

Qualifications

• Excellent customer service skills and a passion for delivering positive outcomes.
• Strong communication, influencing and stakeholder management skills.
• Advanced verbal and written communication skills.
• Ability to organize and prioritize workloads to meet deadlines.
• Experience of people management in a customer-facing environment.
• Coaching skills and ability to motivate and develop team members.
• Proficient with MS Office: Excel and Word.

Responsibilities

• Drive the team to support first time resolution for customers with accurate guidance.
• Capture and use insights to identify trends and risks.
• Act as escalation point for Loop and Yorkshire Water managers.
• Lead and develop the Contact Support Team for high performance.
• Plan resources to ensure timely, high-quality support and escalation.
• Ensure documented and maintained working practices for the team.
• Collaborate with Learning & Development, Billing Resolution, IT and CMC teams.
• Coordinate with Knowledge Manager to reflect insights in content.
• Support business change and continuous improvement initiatives.
• Own health, safety, wellbeing, engagement, and development of the team.

Skills

Customer service

Communication

Stakeholder management

Verbal/written skills

Workload organization

Decision making

People management

Coaching

MS Office (Excel, Word)

Influence internal/external

Tools

Microsoft Office

Job description

We currently have an exciting opportunity for aContact Support Team Managerto join aforward-thinkingCustomer Service department, in a newrole,working within Loop (Yorkshire Water's award-winning sister company)

Loop is a contact centre dealing with billing calls for Yorkshire water, they also provision a range of other services to Yorkshire water including income collection & Debt recovery.

This role will operate between Monday - Friday with hours available between 8am - 6pm. We offer a hybrid way of working, with a minimum of three 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?

As Contact Support Team Manager, you'll lead a new team of 13 Contact Support Advisors, who will be providing exceptional colleague support to Loop's customer-facing teams. The team will help colleagues resolve complex customer queries, provide accurate guidance across multiple channels, and support first time resolution through escalation wherever possible.

You’ll have operational responsibility for the day-to-day running, performance and development of the Contact Support Team, ensuring colleagues are supported, engaged and able to deliver an excellent customer and colleague experience. You'll work closely with key stakeholders across Loop and Yorkshire Water, to ensure colleague and customer insight is used to improve processes, knowledge content and customer outcomes.

This is an exciting opportunity to shape a new team, influence how colleague support is delivered, and play a key role in driving continuous improvement across the business.

What responsibilities will you have?

Drive the team to support first time resolution for customers by providing accurate, timely and consistent guidance to customer-facing colleagues.

Make sure colleague and customer insight is captured accurately and used to identify trends, improvement opportunities and potential risks.

Act as a point of escalation and support for other Loop and Yorkshire Water team managers to help resolve customer queries effectively.

Lead, coach and develop the Contact Support Team, creating a high-performing, engaged team focused on colleague support and customer resolution.

Plan and manage resources to ensure support and escalation activity is completed in a timely way and to a high standard.

Ensure working practices for the Contact Support Team are agreed, developed, documented and maintained.

Work closely with internal stakeholders including Learning & Development, Billing Resolution Team, YW IT functions and the YW Customer Management Centre to share insight and support business change.

Work alongside the Knowledge Manager to ensure the team's insight is reflected in Knowledge Management content and that articles meet colleague and customer needs.

Support business change and continuous improvement by encouraging the team to identify issues, propose solutions and share learning.

Take responsibility for your own and your team’s health, safety, wellbeing, engagement, performance and development.

What key skills are we looking for?

Excellent customer service skills and a passion for delivering positive customer and colleague outcomes.

Strong communication, influencing and stakeholder management skills.

Advanced verbal and written communication skills.

The ability to organise and prioritise workloads effectively to meet deadlines.

Confidence in making decisions and supporting others with complex queries or escalations.

Experience of people management within a customer-facing environment.

Strong coaching skills and the ability to motivate, celebrate and develop team members.

Excellent working knowledge of Microsoft Office applications, including Excel and Word.

The ability to work with and influence internal and external stakeholders to deliver key business priorities.

A continuous improvement mindset, with the ability to identify opportunities, propose solutions and encourage others to do the same.

Desirable skills and experience

Knowledge and experience of Yorkshire Water billing policies, procedures and associated systems.

Experience of Knowledge Management systems.

Analytical skills, with the ability to use insight to identify trends and improvement opportunities.

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 (£1000maximumbonus opportunity for the performance year)
• A great benefits package - choose from health cash plan scheme, critical illness insurance, dental insurance, life assuranceflexand partner cover.
• Retail savings scheme.
• Gym membership discounts, Online GP service, cycle to work scheme, and many more!
• 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).

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:

18th September 2026