Affinity Water have a fantastic development opportunity to become a Contact Centre Team Leader on a fixed term contract for 4 months.

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:

• Salary dependant on experience
• Operational Shift Pattern - 07:00am -20:00pm (Monday to Sunday, one weekend in 6 only required)
• 37 hours per week
• 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 24 days 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 (if you need to apply in a different format, please contact the Talent Acquisition Partner managing this role)