Salary £26,377 to £33,377 + pension + quarterly performance related bonus + 25 days annual leave
Hours of work are Monday to Friday between 8am and 8pm, alternate late cover and alternate Saturdays, 9am to 5pm, with a day off to be agreed.
The role will be based in Bradford.
What will the role involve?
As a Billing Resolution Team Manager, you will have an awareness of key business drivers including SIM, regulatory compliance and the adherence of internal/external process and procedures, as well as a good understanding of resource planning and the needs of Team Loop.
You will have the ability to motivate and inspire your team, to meet both the business and their personal objectives, ensuring the effective performance management of your team through rigorous coaching, feedback and support.
You will ensure that where targets and expectations are not met, the appropriate performance management initiatives are implemented.
You will effectively and efficiently handle any escalated customer contacts and achieve an appropriate level of competence in dealing with complex billing queries, to support escalation and to be able to feedback on customers written/telephone contacts.
Engaging and influencing Yorkshire Water Operational Teams, you will drive effective change with working practices and SLAs.
You will be a point of contact for Yorkshire Water and Loop in respect of complex Billing Queries.
As your team will deal with complex metering queries, you will be accountable, with your peers, for the auditing and reporting of allocated allowances on specific accounts, where leakage has occurred. You will also have responsibility for validating and signing off measured charges on our household accounts, as part of our Annual Billing.
What skills are we looking for?
You will be a focused individual, who can work under your own initiative, with previous management experience and a knowledge of both our billing and operational contact handing processes.
The ideal candidate will have excellent leadership, motivational skills and a desire to succeed, with the ability to communicate at all levels, through varying channels.
Your excellent planning, organisational and leadership skills will also be essential in achieving targets and ensuring the highest standards of customer service is delivered by your team.
Innovation is paramount, with the ability to identify and lead change for the benefit of the Business and the teams.
What's in it for you?
Career enhancement and development, colleague well-being and a genuinely positive work experience for all our key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.
Loop offers a wide range of excellent benefits which include an attractive pension scheme, quarterly performance related bonus scheme, 25 days holiday and a range of lifestyle benefits, including discounts on holidays, travel and high street retail savings.
We have also featured in the Sunday Times Best 100 companies to work for seven times.
If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process and submit your CV along with a covering letter to support your application.
Closing date: 25th February 2018
Interviews 8th March 2018
Loop values equality, diversity and inclusion and 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.
Loop 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.
Loop is a great place to work and we are looking for great people to work with us. If you're looking for a challenging customer service role that will help you to develop we'd love to meet you.
Loop was set up in April 2000 to provide managed customer services to our sister company Yorkshire Water and now delivers a world class customer service to Yorkshire Water customers across the Yorkshire region. We receive up to 1.5 million calls a year and aim to answer 97% of these whilst also delivering an excellent customer experience for our customers, therefore if you thrive on working in an ambitious, fast paced, target driven environment then we have the role for you.