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Customer Support Manager

Posted 5 February by Loop Ended

Salary up to £45,000 per annum dependent on experience + attractive pension + annual performance related bonus + 28 days holiday + Car allowance + Private Healthcare + free parking

There will be some travel required across the Yorkshire Region therefore a full valid and clean EU driving licence is essential.

What will the role involve ?

Yorkshire Water is committed to supporting customers whose circumstances, either temporary or permanently, reduce their ability to access or benefit from our services. YW support customers financially through tariff and debt support and non-financially through processes supporting customers with their individual needs.

Your role will be to lead the operational delivery of the Yorkshire Water customer support strategy through the leadership of both office and field based teams supporting customers struggling to pay their water charges. For non-financial support, you will need to champion the assistance customers require and ensure that our customer contact processes both identify and offer support to those who need it.

The role will be responsible for managing strategic relationships such as with support organisations working collaboratively with Yorkshire Water to assist our customers.

The Team consists of Office based Customer Support teams responsible for the management of Yorkshire Water Support Tariffs, ensuring customers applying or renewing for support are handled appropriately delivering the Yorkshire Water customer promise.

The Field Team responsible for meeting customers 'face to face' on the doorstep, offering their support.

What skills are we looking for ?

Ability to think strategically contributing to the on-going formation and evolution of the Yorkshire Water customer support strategy.

Ability to transform the strategic direction of the business into effective operational delivery. Experience in operational delivery to specific SLA's.

Exceptional leadership skills to inspire your team for successful delivery of operations. As this is a line manager position previous experience of having managed a team is required and a track record of demonstrating excellent communication skills.

You will have experience of providing assurance on operational performance.

You will have strong analytical skills.

A natural problem solver who seeks innovative customer focused solutions to complex problems. Ability to build business case for change and to measure and monitor cost to serve.

Ability to keep up to date with external best practice in customer support operations and ensure that any relevant ideas are reviewed and implemented.

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 online and complete the application process and submit your CV along with a covering letter to support your application.

Closing date: 19th February 2018

Interviews: 9th March 2018

Loop 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.

Loop 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.

Loop is a great place to work and we are looking for great people to work with us. If you're looking for a challenging customer service role that will help you develop your skills, then we'd love to meet you.

Loop provides managed customer services to our sister company Yorkshire Water and delivers a world class customer service to Yorkshire Water customers across the Yorkshire region. We receive up to 1.5 million calls a year and aim to answer 97% of these whilst also delivering an excellent customer experience for our customers, therefore if you thrive on working in an ambitious, fast paced, target driven environment then we have the role for you.

Reference: 34403037

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