Operations Contact Centre Team Leader

Affinity Water have a fantastic development opportunity to become a Contact Centre Team Leader

If you are looking to develop existing skills or take on a new challenge, click on the link below and apply today!

The Role:

This role will include managing a team of front-line Advisors to deliver outstanding customer experience focused on ‘resolve first time, every time’ by positively achieving challenging Key Performance Indicators (KPI’s).

What you'll be doing:

• Ensure regulatory compliance standards are consistently achieved (DPA, customer records) along with a thorough knowledge of C-MeX.

• Coach, lead and support the team to deliver a positive customer experience in an efficient and effective manner with resolve first time, every time' approach.

• Manages underperformance within the team and supports with effective development plans in a timely manner, maintaining attrition levels within plan.

• Inspirational and creative leader with first class communications skills (both written and verbal).

• Builds great business relationships with the people who report into them, identifies training/coaching needs and delivers to the team.

• Promotes a culture of diversity and inclusivity throughout the workplace.

• Confident managing operational incidents putting the customer & team wellbeing at forefront when making critical decisions.

What you'll need:

• Ability to empower and engage the team, making Affinity Water a great place to work.

• Professional leadership skills, able to motivate and inspire people and gets results through others - Ensures employees know what is expected of them and provide regular, reflective and meaningful feedback (good or not so good).

• Good organisational and time management skills with a proven ability to plan, problem solve and prioritise.

• Ability to manage and oversee operational incidents putting the customer & team wellbeing at forefront when making critical decisions.

This role does require 1 in 6 weekend standby rota.

Benefits:

• Competitive salary dependant on skills and experience

• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.

• Entry into the company annual bonus scheme.

• Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.

• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.

• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)

• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.

• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.

• Access to our Wellbeing Centre with support for looking after your physical and mental health.

• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.

• Up to 4 Affinity days a year to volunteer in the community.

• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

What is a disability?

A disability is a long-term physical or mental health condition that has a substantial impact on someone’s day-to-day activities.

What if I need adjustments during the recruitment process?

Let the Talent Acquisition lead mentioned on the job advert know – they’ll be able to help you.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site where our colleagues share their career development stories and you can get a feel for our company culture.