Operational Contact Centre Agent

3 months ago

Bradford, United Kingdom Yorkshire Water Full time

Salary & Benefits: Starting salary from £26, per annum. Benefits include annual performance bonus, attractive pension scheme (Up to 10% company contribution), life assurance cover of 4 times pensionable salary and 25 days annual leave, 8 x bank holidays or equivalent leave, if you have to work on a bank holiday, plus a wellness day and development opportunities in line with the Operational Contact Centre Agent progression plan. We also offer a fantastic flexible benefits package, where you can choose from benefits such as health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover. Colleagues also have access to a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts and many more
 

Location: Bradford, although there will be a hybrid working arrangement in place, with 3 x days working in the office and 2 x 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 have a number of exciting opportunities for Operational Contact Centre Agent's to join our Customer Management Centre in Yorkshire Water. 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 in helping Yorkshire Water provide the best service to our customers. 

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity. 

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. 

Where you fit in:

As our Operational Contact Centre 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.

 What skills & qualifications you will need:

• 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 effective 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 need to be adaptable to change and embrace flexibility, at times you may be required to work a bank holiday due to the nature of the business, this will be in line with your designated shift pattern.


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.

If you’re are passionate and enthusiastic about delivering excellent customer service and want to play a key role in helping us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer for you.

Please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process - 

Closing Date – 2nd July, 2024

Interview assessments to take place w/c 1st, 8th & 15th July, 2024

Start Date - We are looking for people to start in role on Monday 19th August, 2024. We will require people to work 9am-5pm Monday to Friday in the office, for the period for their training which is typically around 10-12 weeks

We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply. 

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 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.

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