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Customer Promise Champion


Salary £19,203 - £23,779 + 25 days holiday + 1/4ly bonus. Service Delivery Centre, Bradford

What will the role involve ?

As a Customer Promise Champion you will have to opportunity to create a memorable journey for customers who have been affected by a problem caused by the Waste Water processes or systems. You will, on a day to day basis take responsibility for ensuring that the investigation and resolution of any issue affecting our customers is completed in a timely manner and that all aspects of the customers needs are taken into consideration. As part of the wider team you will become a point of contact for the customer, ensuring actions are fully completed and documented. There will be times where you will need to be prepared to take on any challenges that may be presented to fully satisfy the customer's needs, working closely with the operational owners from the Waste Water teams.

Working closely with your Service Experience Champion, you will ensure that the issues are escalated to the operational owner to ensure complete problem resolution. To do this you will display good problem solving skills and passionate about getting things right first time in spite of challenges and obstacles. Your role will allow you to highlight problems and suggest ideas and actions to overcome these.

To allow the business to learn, grow and understand service failure you will follow the company principle for all aspects of the customer journey.

What skills are we looking for ?

There will be occasions where you're expected to deliver a message which will not be agreeable to the customer. You will have experience of dealing with difficult interpersonal situations, remaining calm, empathetic and professional at all times. You are the voice of Yorkshire Water when speaking with customers and it is expected that you will have strong communications skills that represent our brand.

You will contribute to the positive moral and culture across the customer management functions within Kelda, ensuring collaborative internal customer relationships are developed and maintained to contribute to a great place to work. To do this you will live the Kelda Visions and Values and display appropriate role model behaviour at all times.

The operational world is often unpredictable and busy and therefore will be able to demonstrate that you are able to work well under pressure in a fast moving customer facing environment. You will also need to demonstrate a good financial awareness and have the ability to challenge solutions on a cost/benefit ratio to ensure best outcome for customer and business.

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'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

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.

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's water flowing.

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

Yorkshire Water values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

Yorkshire Water reserve the right to close 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.

Reference: 34617464

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