Customer Resolution Team Lead (Hybrid)

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

Benefits offered by this job

Salary range £36,673-£45,776 per annum

Annual performance bonus

Pension up to 12%

Development opportunities

25 days annual leave + 8 bank holidays

Wellness days

Life assurance 4x pensionable salary

Health cash plan

Critical illness insurance

Dental insurance

Cycle to work scheme

Gym membership discounts

Online GP service

Retail savings scheme

Job summary

Yorkshire Water in Leeds is seeking a Catchment Team Leader to lead a team of Customer Resolution Agents and Schedulers within the Customer Management Centre. You will ensure smooth customer journeys, assign resources, and resolve issues across channels, supporting the regional customer experience strategy.

The role requires strong customer service background, people management, data interpretation, and coaching. Hybrid working with 3 days in the office and 37 hours a week.

Qualifications

• Strong background in customer service and experience of managing people in a busy customer service environment.
• Ability to work on own initiative and use problem solving skills to resolve customer issues.
• Highly organised, able to prioritise workloads to meet deadlines and have exceptional communication skills both written and verbal.
• Able to understand and interpret data and convert this into meaningful conclusions.
• Excel coaching and performance framework familiarity to improve team performance.

Responsibilities

• Take ownership of day-to-day resource allocation of the contact centre to meet agreed SLAs.
• Use data to identify processes for improvement and align them to customer needs.
• Foster a culture of excellence through coaching and development in line with policies.
• Identify coaching needs and create action plans with coaches to improve performance.
• Complete quality assurance checks to ensure effective customer resolutions.
• Promote Yorkshire Water as a Great Place to Work through leadership and engagement.
• Explain your team's role to plan and achieve the Customer Experience Operations goals.
• Ensure health, safety and wellbeing of yourself and the team with safe practices and risk assessments.
• Pursue personal and team development and foster a supportive coaching culture.
• Engage with stakeholders to conduct meetings and reviews (performance, sickness/absence).
• Conduct regular 121s and performance reviews per policy.

Skills

Customer service

People management

Problem solving

Organised

Communication

Data interpretation

Coaching

Performance management

Interpersonal skills

Influencing

Tools

Excel (Pivot tables)

MS Office

Yorkshire Water Systems

Job description

Yorkshire Water in Leeds is seeking a Catchment Team Leader to lead a team of Customer Resolution Agents and Schedulers within the Customer Management Centre. You will ensure smooth customer journeys, assign resources, and resolve issues across channels, supporting the regional customer experience strategy.

The role requires strong customer service background, people management, data interpretation, and coaching. Hybrid working with 3 days in the office and 37 hours a week.