£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 performance management lead who can become a focus point and SME advisor for our customer outsourced processes. You will champion our customers views and encourage the different Partners and the business to adapt and change, actively role modelling the appropriate behaviours, with every one you meet, all the time. What does it involve Reporting to the BPO Contract and Performance Manager you will be part of a small team and have responsibility for driving the operational performance of our outsourced contract Partners. Working in collaboration with stakeholders you will ensure achievement of key performance measures and levels of service and act as a single point of contact between AW and the various contract partner operational managers. Understanding the individual development needs of the Partner’s team members, you will use your knowledge and expertise to help meet those needs. Providing feedback and coaching across the Partner front line manager group where appropriate to create a high performing team, with regular meetings with Partner managers to develop a collaborative culture where the optimum support/systems/documentation and briefings are available in a timely manner for all. You will identify trends in individual Partner agent’s performance and work alongside our Contract Lead and Partner managers ensuring agent coaching sessions and 1:1’s take place to highlight best practice/address concerns and opportunities with effective action plans in place. Where required you will become the first line approver in line with AW’s scheme of delegation. Where necessary you will develop and deliver coaching sessions, workshops and training sessions for our Partner’s teams and will ensure a consistent service is delivered to our customers ensuring all relevant AW communications and briefings are delivered in a timely manner. You will be responsible for the creation of an effective and active ‘Buddy’ system where Partner and AW front line managers are paired to create a cross team collaborative and supportive environment. You will also 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. 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 and networking opportunities with partner organisations, join us. What does it take to be a Performance Lead? Strong coaching and leadership skills Ability to manage scheduling activities and resources effectively Experience in customer channel management Excellent communication and stakeholder management skills Expertise in using AW contact centre systems (e.g., SAP, Mercury, Tallyman, 1customer, Puzzel) 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 A Little Bit About Your Skills, Experience, and Behaviours… Proven experience in scheduling and planning within operational 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 Billing and/or operational and/or debt processes Ability to drive change initiatives and implement improvements to processes and procedures Experience with resource management, ensuring schedules meet agreed targets 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