Customer Agent (Modernisation) Bradford, Yorkshire and the Humber, England
Job description
We are looking for a Customer Contact Agent to join Yorkshire Water at a unique and exciting time to help shape the way we work and manage our end-to-end customer journeys going forward. We want our colleagues to feel empowered through each step of the operational process and to work together, constantly improving the way we work so we get it right first time.
In this role you will provide our customers with operational resolution to their queries or issues. Initially your role will be focussed on taking inbound calls. Once you have built experience through coaching and support, you will progress in line with our progression plans, to add to your skills with communication to customers via social media and written correspondence (e-mails/letters).
Salary: Starting salary from £23,261.00 per annum. Benefits include attractive pension, performance bonus, 25 days annual leave + 8 Bank Holidays and retail savings scheme
Location: Thornbury, Bradford BD3 7AY (This is an office based role initially, however, we are open to hybrid working options)
Office Hours: 37 Hours per Week. This is a permanent role covering a variety of shift patterns between the hours of Monday to Sunday 06.30am to 22.00pm (including Bank Holidays on a rota basis). You will be required to work one day over the weekend with a day off during the week.
Why Join Yorkshire Water?
We are currently trailing new ways of working that are all designed to help improve the journey our customers experience when calling our contact centre. We want to learn from our colleagues to help design a future that is based on a process of continuous improvement and great customer service. We are looking to address the issues both we and our Wastewater customers currently face with:
- Poor timescales
- Wasted visits
- Ineffective communications
- A lack of ‘first time fix’
Who are we looking for?
As the business moves towards a more modern approach, we are looking for an experienced Customer Contact Handler to learn new skills, to join our innovative Wastewater Networks team based on the following:
- Enjoys learning new skills and wants to be part of change
- Has previous Customer Contact Centre experience
- Is passionate and enthusiastic about delivering an excellent customer experience to our customers. You will be able to understand customer needs, show empathy and creative positive outcomes. You will be highly organised, able to manage a varied workload and work on your own initiative, using problem solving skills to resolve customer issues.
- Is a strong communicator you will have good written and verbal communication skills.
- Is focused on continuous improvement personal development
- Is excited and motivated about working with challenges and uncertainty and is resilient
- Role models continuous improvement behaviours and enjoys analysing data and thinking of innovative solutions to problems
- Thrives on collaborating with colleagues across the business and can see the bigger picture
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: Friday 21 April 2023
Start Date: TBC (ASAP)
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.
