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We currently have an exciting opportunity for a Customer Support Partnership Manager to join an industry leading Customer Service team working within Loop (Yorkshire Water’s award-winning sister company)

Loop is a contact centre dealing with billing calls for Yorkshire water, they also provide a range of other services to Yorkshire water including income collection & Debt recovery.


This role will operate between 8.00am and 6:00pm Monday to Friday. We offer a hybrid way of working, with a minimum of two days per week based at our Thornbury office in Bradford.


We’re ideally looking for someone to work 37.5 hours a week, but we’re happy to consider applications from colleagues preferring to work part-time hours.



Location: Bradford, Thornbury


Startng salary £36,774 and progressing up to £45,774  dependent on experience + attractive pension + annual performance related bonus + 25 days holiday


What will the role involve?

This is an exciting role which will be responsible for partnerships across the Yorkshire region providing bill support for customers. These partnerships will deliver part of the customer support strategy aiming to make bills more affordable for our customers that need support the most.

You will work with external organisations to ensure that Yorkshire Water customers are aware of, and have access to, the financial support that we provide. This includes financial support schemes, water meters and payment support options. You will also identify where external partners are able to provide additional support to our customers and establish processes for effectively implementing this.

Additionally, through leadership of the Customer Support Partnership Team Team, your role will be responsible for upskilling external partners about our schemes. This will be undertaken through ‘train the trainer’ activities, events and promotions and proactive relationship management. To achieve success the team will be responsible for ensuring that our partners are accurately referring and verifying eligible customers for our support.


What skills are we looking for?

The role requires a proactive individual with experience of working with external partners to provide support to customers.

You will be directly responsible for the relationship management of our highest value partnerships, and the relationships with our other partnerships through your Customer Support Partnership Team.

You will be accountable for the volume and quality of the customer referrals received through our external partnerships.

With support from the Affordability Strategy Manager, the role will be accountable for delivering part of the Customer Support strategy providing financial customer support to Yorkshire Water customers.

You will have excellent communication skills, expertise in influencing and negotiating at all levels, and the ability to engage with individuals across diverse sectors and communities.

You will be an experienced manager with a proven track record of managing individuals who work remotely.

You will be motivated, results driven and enthusiastic about supporting customers with the ability to work under your own initiative.

You will have the ability to confidently produce and deliver presentations which have positive impact.

 

What's in it for you?

• We offer a salary from £36,774 and progressing up to £45,774 per annum depending on experience.

• Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)

• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme.

• Gym membership discounts, Online GP service, cycle to work scheme, and many more!

• Free parking.

• Development opportunities in line with the progression plan.

• 25 days annual leave plus bank holidays – plus an extra 2 wellness days!

• Attractive pension scheme (up to 12% company contribution).



Application Process:

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.


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.


 

Closing Date: 18th August 


Interview Dates:  W/C 1st September

 

 

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 Support Partnership Manager

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