Customer Centre Team Leader

Exciting Opportunity with Yorkshire Water Developer Services Customer Centre Team Leader As the Customer Centre Team Leader you will lead a small team which is at the hub of our Developer Services Department. The team are the front end of a one stop shop for developers requiring a service from Yorkshire Water. The Customer Centre Team Leader will address changes which need to be made in Developer Services for the Retail/Wholesale split in 2017.

Salary £29,760 - £33,000 depending on experience + pension + quarterly performance related bonus + 25 days annual leave.
This is a secondment / fixed term position for 18 months with a view to going permanent.

What will the role involve ?

Your role will involve leading a team of Developer Services staff and ensuring the team evolve in line with Retail/Wholesale requirements. You will be responsible for looking at how customers access our service and ensuring the processes are fit for purpose and compliant with the Yorkshire Water ethos of getting it right first time, alongside competition legislation.

You will develop all future customer literature and assist to develop our area of the website to ensure it is customer friendly as 'self-serve' as possible.

Your team will have stringent SLAs to meet and you will be required to drive them to achieve high standards without compromising the high quality we deliver to our customers.

What skills are we looking for ?

We require an experienced team leader, preferably with contact centre experience to lead a team of assistants who are the front line of Developer Services. The successful candidate will have a strong customer service background and be driven to achieve the highest standards for our developers and domestic clients alike.

You will be an experienced strategist, skilled in seeing the bigger picture and driving a team to achieve their objectives whilst managing an ever-changing regulatory enviroment.

Your team leading skills need to be exemplary. You will be familiar in setting up new teams and processes and be able to resolve all of the issues which go alongside this task. Developer Services is evolving and becoming more and more customer focussed – the Customer Centre Team leader should live and breathe customer service.

This is an exciting role in which no two days are the same, and as such you will need to be adaptable to change and able to plan and manage your workload effectively. You will be required to provide a high level of management information which will be shared across the business so reporting skills are essential. Presenting this data will be necessary so someone well-versed in delivering presentations is required.

As you will be using many different IT systems, you will need to be able to prove that you have experience of working with different software, and you will need to be proficient in Microsoft Word and Excel.

Excellent communication and interpersonal skills are essential, as you will be required to deal with many different types of people both over the phone and in writing, and also potentially in person.

Essential:

• Strong customer service experience

• Experience of managing and leading a team with a proven track record of driving sustainable performance against challenging business targets.

• Experience of developing strategies to cope with future changes in legislation

• Experience of creating and implementing new processes and procedure

• Experience of preparing management information in a clear and concise manner, with the ability to present it to senior management

• Experience of understanding where their team's role fits within a business plan and then implementing plans to deliver the outputs.

• Develops and maintains effective internal and external relationships

Experience of supporting and embedding change, able to influence and drive the right culture and behaviours

Desirable:

• Previous experience in a commercially orientated and / or regulated environment.

• Previous experience gained within the water or waste water sectors or within the broader utilities, process or manufacturing industry sectors.

What's in it for you ?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

Company Information

Everyone has an idea of what a water company does. Here in Yorkshire we make sure that all 5.2 million people living in the region have clean safe drinking water on tap and their waste water taken away. But for us it's so much more than this.

Last year Yorkshire played host to the Grand Depart to mark the start of the Tour De France. The region's beauty was broadcast on screens across the world and we now have some fantastic opportunities for you to join our team working in the heart of this glorious county.

We care passionately about the environments and communities in which we work; we always look for new innovative ways to do things that deliver great value for our business and deliver the service our customers want and expect.

Our customers are at the heart of what we do and how we do things. We work best as a company to deliver this when we work together - team work, creativity, enthusiasm and passion are inherent within our 3000 people who work 24/7 365 days a year to keep Yorkshire flowing.

We are a business that has its eye on the future, planning ahead to look after Yorkshire's water, today, tomorrow and always.

We couldn't do all of this without having great people as part of our team, so if our company sounds right for you, view our current vacancies and get in touch. To apply please complete the application form, submitting your CV and covering letter.

Closing Date: 5th July 2015
Interview Date: 13th July 2015