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Salary and Benefits: Up to £38,467 (depending on experience), attractive pension scheme, quarterly performance related bonus, 25 days annual leave, company car/car allowance + stand-by payment, training & development opportunities in line with the Operational Team Leader progression plan.

 

We currently have vacancies for Operational Team Leaders across the Yorkshire region to join our Customer Field Services Team in the Service Delivery Business Unit, where you live will determine the area you will be based.



Yorkshire Water Customer Field Services is embarking on an exciting programme to transform our customers experience and to achieve Upper Quartile performance. For CFS this means being in the top 3 for the least pollutions and in the top 3 for the least internal flooding escapes in our customers’ homes. We are investing heavily to achieve our goals, simplifying our processes and our ways of working to ensure we can fix customers problems first time or at least in the same day wherever possible. 



What will the role involve?



As an Operational Team Leader, you will be responsible for ensuring “first time fix” / same day solution to customer and environmental problems and to deliver the asset plan for network maintenance to eliminate escapes.



Primarily field based within a geographical area working to ensure safety and improving customer service to approximately 5 million customers.  The role will ensure that our wastewater network (56,000km) is operating to drive zero customer and environmental impacting failures through effective management and monitoring of front-line field resources.  This will include contractors and processes against performance indicators within agreed internal SLA's, regulatory and budget targets.



The Operational Team Leader reports to the Operational Field Manager and is primarily responsible for the delivery of regulatory targets in their designated areas/catchments for which they are responsible for.  The role includes managing a variety of front-line field resources ensuring health & safety are the forefront of everyone’s mind and to drive towards achieving world class health and safety performance.  



You will be responsible for managing all aspects of response and resolution of customer issues on the wastewater network. Consistently driving performance management and coaching of resources to deliver efficient first-time fix solutions for both the customer and the environment whilst ensuring quality follow on work is raised in accordance with our requirements.  You will support and embrace both managing an operational reactive and proactive ways of working to reduce repeat flooding and pollution incidents whilst contributing to the delivery of SIM targets.  



The role will involve monitoring the progression of investigations and repair work through the process to avoid repeat occurrences and ensure resources are available to provide a timely solution.   You will drive for proactive network operations, responding to data driven triggers, maximise benefits of failure predictor models by utilising resources for proactive investigations.



The Operational Team Leader will also work closely with key stakeholders externally supporting departments internally and customers to ensure our regulatory targets are achieved.



Experience/skills/training needed



The successful candidate will be a passionate people manager who can drive the team to maximum productivity and efficiency whilst instilling a customer and environment work ethic to achieve maximum customer satisfaction and contribute to the company’s service targets.


You will demonstrate relentless drive, energy and determination to deliver sustainable outperformance for Yorkshire Water that rigorously helps to achieve our Upper Quartile vision against a competitive and competitive industry.


You will be responsible for managing a team of employees who investigate & categorise incidents and customer complaints arising from the Yorkshire Water sewerage network. The role is to ensure resources respond to failures and find solutions to sewerage issues which impact upon sewer flooding, pollution and customer service.


You will have the ability to drive and embed key performance measures on pollution and flooding and be able manage and lead change initiatives out in the field.


You will lead the field teams to deliver excellent performance by setting clear expectations linked to business targets, having meaningful performance discussions that recognise and reward the right performance and behaviours and challenges where individual performance and behaviours do not meet expectations.


You will have rigorous attention to detail and be a good communicator, with excellent Influencing and negotiation skills, whilst also having the ability to build and maintain a network of working relationships both internally and externally.


You will have experience of incident management and crisis response, with the ability to identify and solve issues in a timely and effective manner, to ensure that network activity doesn’t have an adverse impact on network stability or customer service.


You will be proficient in the use of IT and have in-depth knowledge of Microsoft applications, YW telemetry and ICOM systems.


You will have experience of Health and Safety Management processes and procedures and be H&S trained, preferably IOSH qualified.


You will have previous Project Management experience and knowledge of regulatory measures, particularly Pollutions, Internal Flooding, External Flooding, Stability and Reliability SIM and associated response times.


The successful candidate will have a good understanding of sewer networks, common failure modes and solutions. Although, your technical experience may lie within the wider wastewater services, broader industries and utilities.


As part of this role you may be required to take part in a standby rota.


A full EU driving license is required for this role.



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 and submitting your CV with a covering letter, outlining your key reasons for applying for the role.

Closing date: 5th April 2020
Interviews TBC

 

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

 

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 wastewater contract operations. It is now the second biggest player in the UK market for outsourced clean and wastewater 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.

 

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.

Operational Team Leader