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Contact Centre Operations Manager
Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Loop (Yorkshire Water’s award-winning sister company) as a Contact Centre Operations Manager:
We offer a salary from £46,326 depending on experience.
A company car through company car lease scheme or cash alternative.
Annual incentive related bonus.
Attractive flexible pension scheme (up to 10% company contribution)
Development opportunities in line with theContact Centre Manager progression plan.
25 days annual leave plus bank holidays and an additional wellness day!
Life assurance cover of 4 times pensionable salary
Mybenefits – Platform offering a range of flexible benefits designed around you, your family.
Online GP service, cycle to work scheme, gym membership discounts and many more!
Location:Bradford, Thornbury office-based role with opportunity for Hybrid working.
Work type:Permanent. 37.5 Hours a week.
What we do:
As a Contact Centre Manager, you will lead the Yorkshire Water billing contact centre customer service teams to effectively deliver exceptional customer experience across multiple channels; including inbound, outbound, email & letter. Ensuring the customer has the best possible journey.
You’ll be responsible for the process management of moving home, making payments, setting arrangements including setting up and administering support schemes, dealing with all queries customers’ may have around their meters and bills.
As well as being responsible for the effective leadership of our People Experience and Wellbeing Strategy within the centre, to ensure the wellbeing of our staff and that they are working in a supportive environment.
Working in a regulatory environment you will be responsible for the daily running and management of the centre working alongside two colleagues and directly managing approx. 7 teams each. This involves ensuring correct processes and policies are followed and proactively working on continuous improvement in an ever-changing customer service environment.
You may be required to visit sites across the Yorkshire Region therefore a full valid and clean EU driving licence is essential.
Where you fit in:
As a Contact Centre Manager you will:
Contribute to the strategic direction of Loop through the formation of the business plan and translate this this to local level plans.
Have responsibility for agreeing and communicating key business messages.
To ensure that key business processes are delivered, monitored and reviewed to improve business performance.
Develop and lead key business change programmes to support our strategic objectives.
Take responsibility for your own and team’s performance and personal development.
Responsible for the management of key operational risks.
Actively manage internal and external stakeholders to help deliver key business priorities.
Accountability for your team’s workplace engagement, measurable through both internal and external surveys
To be responsible for the health and safety of employees and ensuring that other people, including members of the public, are not endangered by Company business activities.
What skills & qualifications you will need:
Extensive experience of managing people in a busy regulatory customer service environment
A strong background in delivering excellent customer experience and displays a passion for customer service and business performance.
Excellent leadership qualities with a proven track record of driving sustainable performance against challenging business targets.
Excellent influencing, negotiating and communication skills, both written and oral.
Previous experience of budget management and contact management.
Ability to identify, deliver and embed change to influence and drive positive culture and behaviours.
Significant experience of developing and implementing strategy.
The ability to understand and interpret data and convert this into meaningful conclusions and actions
Delivering service to customers with vulnerability and affordability challenges.
Knowledge and understanding of customer management best practise.
Have an established external network of regulatory stakeholders.
Do we sound like your cup of tea?
If you have experience in managing a fast-paced contact centre and want to be part of our team, then be sure to apply today.
We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all diverse backgrounds to apply.
About Loop:
Loop is a 1 star accredit Great Place to Work, through Best Companies and ‘Gold Star’ accredited company from Investors in People.
We can offer career enhancement and development, though our Development Framework and Progression plans.
Colleague wellbeing and a genuinely positive work experience for all are key priorities. We achieve this through our Wellbeing strategy and our Great Place Work Team. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of “A thriving Yorkshire. Right for Customer. Right for the environment.”
Recruitment Process:
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.
We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all diverse backgrounds to apply.
Loop Customer Management reserves the right to close or withdraw this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.
If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process. It is essential you submit your CV along with a covering letter for your application to be considered.
Closing Date: 6th of September 2024
Interview Dates: WC 16th September 2024
“We own it, we’re always learning, we have heart, we’re better together’.
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