customer relations Bradford, Yorkshire and the Humber, England
Job description
Work Patterns - We have a number of permanent, full time opportunities available. The Customer Recovery Department’s operating hours are Monday-Friday 08:00am – 6:00pm, you will be working 37 hours per week within this working window.
Location - The role is based at Bradford however will be on a hybrid home-working agreement, with 3 x days working in the office and 2 x days from home.
Are you passionate in owning a customer journey to provide the best customer service from first contact to resolution?
Then this could be the role for you.
What does the role involve?
You will provide an exceptional level of customer service, owning and recovering customers, who have complex operational issues. You will own the customer journey and will be required to manage some of these customers through the complaints process.
You will utilise multiple incoming customer contact channels and work closely with internal stakeholders to resolve customer concerns. You will work in accordance with our customer promise– “You can rely on us”, “We’ll make a lasting impression” and “We’ll lead by example” and company strategy “A thriving Yorkshire. Right for customers. Right for the environment.”
Key responsibilities will include:-
- Taking ownership of complex customer issues, identifying the customers needs and utilising the internal stakeholder network to drive a resolution, within defined service level agreements (SLA’s).
- Providing effective recovery solutions that are both beneficial to the customer and the business.
- Ensuring customer information is accurate and up to date in line with GDPR and business security processes.
- Identifying vulnerable customers and register them for appropriate services.
- Effectively and proactively managing personal queues/workloads/customer cases in line with SLA’s.
- Identifying and escalating any potential operational risks or issues.
- Driving continuous improvement to benefit colleagues and the customer journey.
- Being resilient in adapting to customer needs in an operational environment.
Please Note – This role doesn’t involve recovery of debt, its recovering complex customer issues.
What skills are we looking for?
This role requires excellent communications skills both verbal and written skills, to ensure we maintain a high standard in customer response.
The successful candidate will be enthusiastic in delivering an excellent customer experience with a strong background in customer service/complaints. You will enjoy working with others, with the ability to challenge, make decisions and negotiate when necessary. You will have strong networking and influencing skills, able to demonstrate our ambition of “owning it” on behalf of the customer.
You will have a “can do” attitude and a solution focused approach. You will be able to work on your own initiative and use problem-solving skills to resolve customer issues.
You will have a desire to develop in the role and be comfortable working in a performance driven environment, where there is a focus on one-to-one coaching and support, using feedback to improve performance.
You will be adaptable to change and flexible to different options/ways of working.
Good IT skills are essential, with the knowledge in using Microsoft Office – word, excel, outlook.
We will support you through defined progression plans, give you an excellent onboarding and induction experience and provide you with the tools and support to deliver a great customer experience.
We will encourage you to grow and develop your skills during your career with us.
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 – 4th August, 2023
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.
