Performance Excellence Specialist Bradford, Yorkshire and the Humber, England
Job description
Location: Bradford, although a hybrid working arrangement is in place, with a mix of home and office working
Are you passionate about providing great customer service and getting a resolution out of a problem…? Then this could be the role for you.
We have 3 x exciting opportunities for Performance Excellence Specialists to join our Customer Management Centre, these are all full time, permanent opportunities.
What will the role involve?
You will be a key liaison link between our Customer Resolution and Recovery teams, gathering and sharing knowledge and technical expertise to ensure they can recover customers problems in the most brilliant and effective manner. You will work across Customer Experience and also the Service Delivery Teams in Water and Waste Water, playing a key role in delivering an exceptional level of customer service in a dynamic and fast paced environment.
You will play a key role in the development and implementation of service improvements, this includes standard operating procedures (SOP), to ensure we have a consistent way of doing things.
To ensure we are supporting you in delivering the best service you can, you will be given an excellent onboarding and induction programme. Providing you with the best tools and knowledge from the beginning. Alongside this we have a great progression scheme to help you grow and develop you in your Yorkshire Water career.
Some key responsibilities of the role include the following –
• Being the first point of contact for queries from both the customer resolution and recovery teams
- Identifying any gaps in knowledge from issues raised, quality assurance & call audits
- Reinforce the use of the knowledge system and ensure it is kept up to date
- Identify and escalate any potential operational risks and issues, including gaps in performance
- Support in prioritisation of work
- Carry out root cause analysis on customer experience failures to ensure learning is captured, shared, acted upon and embedded
- Drive a culture of performance excellence cross functionally by developing standard operating procedures which allow the business to improve
- Work in project groups to deliver change and create new processes.
- Support in coaching and developing teams understanding of process changes.
What skills are we looking for?
- Be enthusiastic in delivering excellent customer experience
- Develop excellent internal and external stakeholder relationships
- Good networking & influencing skills with an ability to challenge and negotiate
- Excellent communication skills – both verbal and written
- Experience of supporting and embedding change, able to influence and drive the right culture, values and behaviours
- Desire to develop in role
- Ability to work independently as well as part of a wider team
- Strong organisational skills and previous experience of working against deadlines.
If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process. If you could also, please upload an up to date copy of your CV and cover letter outlining your suitability for the role.
Closing date – 7th September, 2023
Assessment Centre- w/c 18th September, 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.
