Regional Customer Manager
 

Hello! Thanks for stopping by. Let us tell you about some of the key aspects of the Regional Customer Manager role.
 

We offer a competitive salary, dependant on experience
 

• A company car lease/allowance scheme
•  Annual incentive related bonus (up to 10% of annual salary)
• Private health care (Self only)
• Attractive pension scheme (up to 12% company contribution from April)
• Life assurance cover of 4 times pensionable salary
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover. 
• Retail savings scheme 
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Where I’d work: Bradford / Hybrid Working (Typically in the  office at Bradford 3 x days per week)  

Work type: Permanent. Working full time, 37 hours per week, Monday – Friday between a working window of 8:00am-6:00pm.

We have an exciting opportunity for a Regional Customer Manager to join us in the Service Operations Team and be responsible for overseeing Customer Service Operations for both Clean and Wastewater within a designated geographic area..  Could this be you?
 

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.
 

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity. 
 

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. 
 

Where you fit in:
 

As our Regional Customer Manager you will report into the Head of Service Operations and oversee Customer Service Operations for both Clean and Wastewater within a designated geographic area.
 

You will drive performance of the customer service teams and work closely with the Field Team Managers across Clean and Wastewater to achieve end to end key performance targets. 
 

You will lead, motivate and support the customer service teams within the region to deliver the highest standards of safety, quality and customer satisfaction.
 

You will prepare and present regular reports on regional performance to Senior Leadership to showcase performance, identify areas of improvement and team with the other Regional Customer Managers to establish best practice.
 

You will handle escalated customer issues and work with Operational Leadership team to provide prompt and effective resolution
 

You will own a specialism for the contact centre i.e. first time resolution, customer triage, scheduling, jeopardy management to foster a community of excellence and own processes, procedures and ways of working for the specialism.
 

You will deliver on the following – 
 

Customer Outcomes 

• Develops a customer-first culture; ensures the team understand what excellent customer service looks, sounds and feels like and strive to provide the highest level of satisfaction.  
• Develops and delivers plans to drive a 'right first time' culture; coach and develop the team to maximise opportunities to improve Customer Satisfaction and value to the business. 
• Drives innovative solutions that reduce customer complaints, protect brand reputation, improve process efficiencies and drives environmental protections  

People and Leadership

• Provides inspirational and energised leadership, to drive high performance and engagement
• Responsible for ensuring the current and future capability of the team by pro-actively managing performance and providing ongoing coaching, feedback and support so individual and business performance is maximised. 
• Drives a culture of knowledge sharing and cross skilling to drive optimal performance.
• Ensures the team understand and adhere to the company and function standards, policies and procedures.
• Visible Leadership and an active driver of a performance excellence and change culture
• Provides proactive, visible, and confident leadership to inspire, motivate, and develop team leaders within the broader Service Operations context

What skills & qualifications are we looking for? 

• A strong track record of leading a team within a complex and dynamic business environment.
• Ability to engage with people at all levels
• Strong financial acumen experience in managing substantial budgets.
• Detailed knowledge of quality systems and KPI management within a contact centre environment.
• A passion for customer service and a thorough understanding of what delivers great customer service
• Resilience and the capacity to thrive under pressure in a fast-paced, occasionally reactive environment.
• Excellent communication skills with the ability to engage, influence and inspire across all levels in order to create collaboration and alignment and deliver change and realise benefit.
• Strong leadership skills able to lead both direct and matrix teams across the business 
• Experience of working within a highly unionised workforce

You will also benefit from having:

• Previous experience in the water industry or similar utilities/operational environment. 
• Previous experience in driving significant operational improvement within a contact centre environment

Although we operate 24 hours a day, 365 days a year, it’s really important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy!

Do we sound like your cup of tea?  

If you’ve got experience in leadership within a contact centre/customer services setting and are passionate about delivering an exceptional service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.  

If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process – 

Closing date –31st March, 2025

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.

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

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

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.
 

No agencies please.