Billing Team Manager

As a Team Manager you will lead, support and develop a team of Customer Relationship Managers to provide an exceptional customer experience to Yorkshire Water's customers across all contact channels in a fast-paced contact centre environment.

You will coach and guide them to understand, explain and resolve billing queries.

You will also play an active role in the Billing Contact Centre through lead change and continuous improvement.

Role Specific: -

You will support the team by identifying specific coaching needs, areas of focus and develop action plans through good coaching conversations.

Support and performance manage your team through monthly catch ups and develop the team to meet their own and team goals, through personal development plans and progression within role.

You will coach the team using a coaching framework to identify customer specific needs and offering them the best suitable support or solution.

Identify and communicate key messages effectively.

Build and maintain strong working relationships with stakeholders and other areas of the business.

Optimise performance by proposing solutions & encouraging the team to do the same

Understanding GDPR guidelines and the business rules of retention of data

Support the delivery of our Business Plan with effective recruitment and planning.

Supports colleagues' holistic wellbeing by using available support networks.

For this role we are looking for a leader who will put people at the heart of everything they do both colleagues and customers.

It is essential you have experience in coaching, supporting and developing a team within a fast paced, customer facing environment.

Your excellent planning, organisational, motivational and leadership skills will also be essential in achieving high team engagement and ensuring the highest standards of customer experience is delivered by your team.

You will need to be able to demonstrate the ability to quickly implement tactical plans to deliver strategic objectives.

You will have effective communication and influencing skills whilst been able to effectively manage stakeholders.

You will have a track record of improving processes, coaching teams into delivering better results and create opportunities for them to progress.

You will be a focused and resilient individual with previous people management experience in a customer facing environment.

You will have excellent leadership, strong commercial acumen, connecting needs of clients and internal mechanisms to create value.

Loop is a 1 star accredit Great Place to Work, through Best Companies.

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."

The working pattern will be between the hours of 9:00-20:00 Monday - Friday and alternative Saturday. Hybrid working is available to suit you, your team and the department.

Salary up to £38,327 Depending on Experience + attractive pension +annual performance related bonus + 25 days annual leave plus 1 Wellness Day