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Salary and Benefits: Starting salary from £18,185 per annum progressing to £22,685 (subject to performance) + pension + 25 days holidays + training & development opportunities in line with the Operations progression plan.

 


We currently have a number of exciting opportunities for Customer Relationship Manager’s to join our Customer Operational Recovery team in Bradford, although homeworking at present
 

 

We are looking for people to join the following shift patterns:
 

•    Working 37.5 hours per week -Monday to Sunday between the hours of 09:00 and 17:00

•    Working 37.5 hours per week -Monday to Sunday between the hours of 09:30 and 17:30
•    Working 37.5 hours per week -Monday to Sunday between the hours of 11:00 and 19:00

 

Please note - the roles include working on a Saturday for which you will receive a day off during the week.
 

What will the role involve?
 

As a member of our Customer Operational Recovery team you will be answering contacts from our customers and assisting with a variety of operational issues, such as no water or flooding to a customer’s home. The calls that are received will be varied, ranging from area specific incidents which we are aware of and where we already have the details available to deliver a resolution to our customer to more complex issues where further investigation will be required. You may be required to liaise with our Service Partners and other Yorkshire Water departments to deliver an outstanding level of service to each and every customer. No day is the same, contact volumes vary daily as the role is dependent on the weather conditions. 
 

 

Don’t worry if you’re new to contact centre work, we pride ourselves on delivering an excellent induction programme and ongoing training and support, so you will be fully equipped with everything you need to know right from day one. We genuinely care for our employees and want them to develop, as such you will also follow a comprehensive development framework with clear progression steps to help you further your knowledge, career and pay.
 

 

Our Operational Contact Centre opening hours are Monday to Saturday 06:30 – 22:00 and Sunday 07:30 – 22:00. 
 

 

 What skills are we looking for?
 

 

The successful candidate will have a strong background in customer service and a passion for delivering an overall excellent customer experience. 

 

 

You will have strong communication skills both written and verbally and be able to demonstrate empathy and understanding with the customer. You will listen effectively to the customer’s issue and deal with their query efficiently and effectively.
 

 

You will have a strong desire to learn new skills and to continually develop in the role. You will be flexible and adaptable to work in different situations, as no two calls from a customer will be the same.
 

 

You will have excellent IT skills as you will be using a range of company IT systems to log and keep track of a customer’s issue. Whilst we are in this current climate, we are currently working from home, so you will need to have an appropriate workspace at home, with a suitable internet/Wi-Fi connection as well as being dealing with any basic IT issues remotely with the support of our IT department. 
 

 

If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process. Please upload an up to date copy of your CV and covering letter outlining your relevant experience and key reasons for applying for the role.
 

Please note:
If you are successful in securing the role, you will need to be available for an induction and training programme. Due to Covid 19, training will be held remotely so working from home will initially be a requirement for this role. This will be discussed in more detail at interview stage.

Recruitment Process - 
 

Closing date:  Sunday 27th June, 2021
 

Interviews:   to be held on Tuesday 29th and Wednesday 30th June, 2021
 

 Please note – interviews are currently taking place virtually via Microsoft teams


Start date:  Monday 2nd August, 2021

 

Kelda Group 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.

 

If successful for the role, you will be required to undergo a Basic Disclosure Check, through a Third Party Company prior to commencing employment.

 

All our roles are subject to a medical questionnaire, and further medicals when required

 

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat
 

Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

 

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

 

Kelda Group 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.

 

 

 
 

 

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.

Kelda Group 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.

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Kelda Water Services (KWS) manages Kelda's non-regulated water and waste water contract operations. It is now the second biggest player in the UK market for outsourced clean and waste water services.

Kelda Water Services Retail offer quality, integrity and partnership but it is never just about the technologies behind our solutions in water. It is about the structure, delivery and even the financing of those solutions, and about giving our customers a level of convenience they never knew was possible.

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

Kelda Group 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.

Kelda Group 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.

Customer Relationship Manager - Full Time