Customer Operations Lead

3 days ago


Warrington, United Kingdom United Utilities Full time

We have an exciting opportunity for a Customer Operations Lead to join the team within Domestic Retail. You will be responsible for leading and managing a customer contact team within the Network Enquiries area of the business to ensure all service levels and business KPI's are met successfully. You will have a wider remit to matrix manage an operational department of up to 200 employees on a rotational basis. You will have an active role in supporting incident related activities to ensure that issues are resolved and customers receive the best possible service.

This is a 365 day a year role, including bank holidays and standby. Network Enquiries is a 24/7 reactive environment which requires the role holder to be flexible during customer impacting incident or events. BAU shifts 7am-10pm Monday - Sunday 10% shift allowance applicable.

**Job Accountabilities**:
You will be responsible for managing the performance of the ICC, ensuring key activities are prioritised and work managed effectively to achieve regulatory/serviceability performance including DG7, DG5, DG9 and customer hours lost. You will also be responsible for:

- Managing key stakeholders in an incident environment ensuring that our customers receive the best possible service.
- Ensuring key activities including priority services, bottled water coordination and customer face to face presence is considered and implemented in any incident.
- Effectively managing the customer communication via website, telephone messaging and bulk communications.
- Leading a face to face customer service team onsite during incidents.
- Dealing with key stakeholders as well as Senior Managers within the organisation.
- Producing and analysing customer data to enable effective root cause analysis.
- Continuous improvement across water, wastewater and customer business streams
- Reduction in repeat contacts within their operational area
- CMEX results within your designated operational area
- Identifying operational problems and trends in performance likely to result in customer service issues and investigate and deliver actions to improve the overall service from the team and water and wastewater business streams.
- Undertaking specific projects or initiatives requiring line management leadership as directed by the Customer Service Manager, Head of Customer Services or the Customer Services Director.
- Supporting in the creation of medium and longer term strategies for the business area.

**Knowledge and Skills**:
To be considered for this role you will need to have expert knowledge of Water and Wastewater processes, together with exceptional managerial and leadership skills to drive exceptional performance. You will also have:

- Excellent motivational skills to encourage a team and deliver high performance across a 24/7 service.
- Analytical skills and the ability to drive solutions to a wide range of problems.
- Knowledge of regulatory customer service standards
- A clear understanding of business objectives and policies
- Knowledge of HR policy and processes with proven ability in people/performance management
- Sound knowledge of operational challenges across Network Enquiries
- A high degree of social skills for working in a customer orientated environment with previous customer contact experience either face to face, phone or dealings with internal customers.
- Ability to demonstrate a thorough knowledge and a high level of competence in the use of WFM systems
- Experience of coaching and developing a high performing team

**Additional Information**:

- This is a development opportunity for internal applicants only.

You will receive any role related allowances or premiums that are associated with this role. Any role related allowances or premiums that are associated with your current role will stop for the duration of this secondment. Please refer to ASK HR for further information

**We need fantastic people to enable us to deliver a great service to the public. We are committed to reaching and recruiting from every community and then supporting employees to achieve their full potential ensuring they feel valued and included, regardless of their gender, age, race, disability, sexual orientation or social background.**
**Closing Date**:26/07/22



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