Salary & Benefits: Starting salary £24,832 with progression up to £29,076 per annum + Pension + 25 days holiday + performance bonus + training & development opportunities in line with the Resource Co-ordinator progression plan + retail savings scheme 

 


We have a great opportunity for  2 x Resource Co-ordinator’s to join our Performance and Planning Team within Yorkshire Water’s Operational Customer Experience department.
 

 

These are full time, permanent opportunities, working 37 hours per week
 

 

Based in Bradford, although a hybrid working arrangement is in place, with a mix of home and office working  

 

 

What will the role involve? 

 

 

Putting People at the Heart of everything you do, your role within the Performance and Planning Team is to support the Operational Customer Service teams to deliver an excellent Customer Experience.
 

 

In a fast paced and reactive environment, you will coordinate available resources to help achieve delivery of set service level agreements and fulfil customer commitments. 
 

 

Working closely with key stakeholders, you will support to enact Business Continuity plans in the event of technical/operational incidents and ensure teams are always available to help our customers with a first-time resolution to any issues being reported. 
 

 

As part of Performance and Planning, you will highlight resource or skills gaps, enabling our colleagues to support customers via multiple, simple to use, contact channels. 
 

 

Using workforce management systems, you will monitor real-time adherence and provide insight and feedback, evidenced through reporting. 
 

 

The Resource Coordinator role is a brilliant opportunity to connect with different parts of the business, acting as the primary contact for the Operational Customer Service teams in times of operational emergencies or loss of IT systems.   
 

 

Working hours are 37 hours per week on a 5-week rotating shift pattern between the working window of Monday to Saturday 6:30am to 10:00pm and Sunday 7:30am to 10:00pm. (This includes bank holidays; time worked on a bank holiday you will receive a day off in lieu)

 

 

What skills are we looking for?  

 


•    Competent IT skills with familiarity of the Microsoft suite: Office applications, Teams, and SharePoint
•    Good analytical skills, able to interpret simple data sets to identify trends 
•    Excellent communication skills and the ability to confidently deliver difficult messages and build up effective stakeholder relationships 
•    Ability to make informed and balanced decisions in challenging situations 
•    Ability to work under pressure and to tight timescales, whilst being adaptable and flexible 
•    Passion to drive own personal development 
•    Positive about change and champions business initiatives amongst colleagues and can  celebrate success, contributing to a great working environment  

 

 

Ideally you will have previous experience of working in a customer focussed contact centre or similar customer service environment.
 

 

Previous experience within a similar resource coordination and real-time service role would be advantageous, but this is not essential as full training will be provided.
 

 

If you are ready to join a supportive and motivated team, and you match the skills required, then please apply online to complete the application process.  Please include an up-to-date copy of your CV and cover letter outlining your suitability and interest for the role.  
   


Recruitment Process -
 

Closing date – 30th September, 2022
 

Assessment Centre to be held w/c 10th October, 2022

 

 

 

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

 

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.

 

 

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.

Resource Co-ordinator