£41k – 50k, depending on skills and experience Permanent 37 hours a week, Monday to Sunday Location: Lincoln/Hartlepool This role offers the opportunity to work flexibly from Home whilst attending Enterprise house Lincoln for team meetings and 1:1 sessions We are looking for an experienced lead who will take responsibility for the day to day monitoring and reporting on the contractual arrangements of our outsourced customer contact and processing contracts. You will monitor and report on key performance measures and levels of service and act as a single point of contact between Stakeholders and contract partners. What does it involve Reporting to the BPO Contract and Performance Manager you will be part of a small team and have responsibility for monitoring the operational performance of our outsourced contract Partners. You will proactively review Partner performance and workload queue status on a minimum daily basis and have delegated authority where required to prioritise the list of back log activities. Through attendance at weekly Performance Review meetings you will be instrumental in agreeing action plans with our Partners in areas of underperformance. Undertaking regular audits to ensure AWS policy and procedures are adhered to you will also analyse quality rejects and complaints on a monthly basis and feedback improvement opportunities to Partners. You will identify trends in individual Partner’s performance and work alongside our Performance Lead and Partner managers to highlight best practice and opportunities of improvement. Where required you will become the first line approver in line with AW’s scheme of delegation. You will take a leading role in transitioning new work to our Partners covering all required elements including the set up and implementation of the quality process, LOS, KPI’s, document preparation review and sign off, training plans, appointment of SME’s, project plan, support and contract amendments, liaising with both the Partner and key AW business stakeholders. Where required you will take a delegated lead role for areas of responsibility on weekly contract calls addressing any issues, concerns or non compliance with SLA’s and LOS’s in relation to Process Accuracy, Rejects, Complaints, Queue Management, Query Handling etc. You will work collaboratively with both the AW and Partner resource and planning teams participating in relevant planning and forecasting sessions. Taking a role in Partner calibration sessions you will address areas of concern, ensuring Partners are compliant with contractual requirements. And you will be accountable for the reconciliation of a monthly scorecard and related invoices at individual Partner level. As the partners may not be UK based some overseas travel may be required. If you want to join a newly formed team that is full of growth opportunities and networking opportunities with partner organisations, join us. What does it take to be a Contract Quality Lead? Strong coaching and leadership skills Ability to manage scheduling activities and resources effectively Ability to translate technical jargon into understandable language Excellent communication and stakeholder management skills Proactive problem-solving approach and continuous improvement mindset Ability to manage a range of KPI’s to ensure optimal performance Experience in coaching, mentoring and quality assessment of work Keen interest in balancing business outcomes with financial and customer priorities A Little Bit About Your Skills, Experience, and Behaviours… Proven experience of scheduling and planning within customer contact environments Strong performance management skills, including staff development and appraisal Ability to analyse data and provide feedback for continuous performance improvement Experience managing stakeholder expectations and building cross-team relationships Knowledge of the Customer contact centre operations Ability to drive change initiatives and implement improvements to processes and procedures Expertise in using AW contact centre systems (e.g., SAP, Mercury, Tallyman, 1customer, Puzzel) Experience with contract management, including KPI/SLA reporting Experience of working with a multiculturally diverse team Why Anglian Water? Our people are at the heart of everything we do, and we believe in rewarding and recognising the great work of our team. Some of our benefits include: Bonus scheme Private health care Competitive pension scheme Up to 26 days annual leave, increasing with length of service Flexible benefits to support your wellbeing Inclusion is for Everyone We are an equal opportunity employer and consider all suitably qualified applicants, regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We focus on merit and passion for creating better outcomes and are committed to fostering an inclusive environment where all colleagues feel they belong. If you think this is the next step for your career, apply today Closing Date: 20/2/25 loveeverydrop