Customer Resolution Agent Bradford, Yorkshire and the Humber, England
Job description
Location: Bradford, although there will be a hybrid working arrangement in place, with some days working in the office and other days working from home
Working pattern: We have a number of permanent, full time opportunities available working 37 hours per week covering a variety of shift patterns between the hours of 8:00am - 10:00pm Monday – Sunday. You will be required to work one day over the weekend with a day off during the week.
We also have some roles available to join our modernisation project. These are office based roles, covering a 6:30am to 6:00pm Monday to Friday working window and on some occasions covering up until 10:00pm. These roles are currently only working Monday to Friday, however in the future there will be a requirement to work either a Saturday or Sunday once the programme extends to working 7 x days per week.
Are you passionate about providing great customer service and getting a successful resolution to a problem? If so, this could be the opportunity for you…
What will the role involve?
As Customer Resolution Agent, 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).
You will be playing a vital role helping and supporting our customers across the Yorkshire region and playing your part towards the company strategy “A thriving Yorkshire. Right for customers. Right for the environment.” You will work closely with a wide range of colleagues in the Customer Management Centre to ensure customer satisfaction and will work in line with our Customer Promise – “You can rely on us”, “We’ll make a lasting impression” and “We’ll lead by example”.
To ensure we are supporting you in delivering the best service you can, you will be given an excellent onboarding and induction programme when you start with us. Providing you with the best tools and knowledge. Alongside this, we have a great progression scheme to help you grow and develop, in your Yorkshire Water career.
What key skills are required?
You will be 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.
A strong communicator you will have good written and verbal communication skills, you will be able to ensure that customer information is updated accurately. It would be advantageous if you are comfortable in influencing others as you will need to escalate customer issues at times to ensure resolution.
You will be focused on continuous improvement and have a desire for learning and developing in the role, you will be comfortable in receiving feedback to improve your own performance. Previous experience of working in a performance driven environment is desirable.
You will have excellent IT skills as you will be using a range of computer systems in the role.
You will be adaptable to change and flexible, embracing different options and ways of working. You may be required to work a bank holiday due to the nature of the business, this will be in line with your shift pattern.
Please note- the modernisation roles are looking to address some waste water issues our customers are currently facing, we are looking to improve timescales, wasted visits, ineffective communication and a lack of ‘first time fix’. They are ideal for candidates who want to become more involved with the end-to-end customer journey, with a focus on collaboration, bringing together customer contact handling and scheduling roles.
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 – 6th September, 2023
Interviews to take place from 31st August, 2023 onwards
Start Date - We are looking for people to start in role from 2nd October, 2023. We will require people to work 9am-5pm Monday to Friday, for the period for their training which is typically around 6x weeks.
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.
