Job Description
ROLE PURPOSE
Leep Utilities owns and operates regulated and non-regulated multi-utility networks across the UK. With sites in MediaCityUK, Liverpool Waters and Canary Wharf, our broad range of capabilities includes electricity, water and wastewater, alongside heating, cooling and hot water services.
Leep is the result of a joint venture between the independent mid-market infrastructure investment manager, Ancala Partners LLP and one of the UK’s leading private real estate investment and infrastructure companies, The Peel Group. We deliver straightforward connections throughout the UK and hold the relevant licenses that allow us to adopt regulated utilities on new developments.
Reporting directly to the Head of Water Customer Operations, this role is responsible for the direct line management, engagement and wellbeing of Water Specialists. The role is key in delivering an amazing end-to-end customer journey for regulated water customers from onboarding through billing, customer service and finally collections and debt recovery.
PRINCIPLE DUTIES & RESPONSIBILITIES
- Motivate and lead a team to drive customer happiness performance metrics.
- Create and manage rotas and schedules to ensure maximum efficiencies.
- Manage a team of multi-skilled, multi-channel agents and prioritise task by customer and by channel across the end to end customer journey.
- Develop and deliver coaching and training modules to address key customer pain points.
- Maximise productivity through engaging 121s and deliver monthly team meetings to raise awareness of KPI’s and wider business focus
- Monitor quality and tackle performance and absence issues.
- Successful delegation of work to meet stringent SLA response deadlines.
- Promote self-development and training opportunities to direct reports and wider team.
- Workflow management across entire team to prevent abandoned contact and missed opportunities.
- Work collaboratively with other Team Leaders to ensure no customer is left behind.
- Document and deliver processes to provide support and improvements to designated customer base.
- Production of key performance packs.
- Live floor support to empower agents to do the right thing.
- Any other duties required as requested by your manager.
- Support with escalated customer queries and complaints.
KNOWLEDGE & SKILLS REQUIRED
- Good core IT skills inclusive of knowledge of Microsoft Word, Excel and Mail Merge.
- Understanding of codes of practice and charges scheme for regulated water.
- Strong written and verbal communication skills.
- Good inter-personal skills and effective negotiation techniques.
- Understanding of customer satisfaction drivers.
- Proactively builds on-going relationships with internal and external customers and stakeholders.
- Knowledge of regulated cold water markets and customer types.
- Awareness of contact centre key objectives and results.
- A continuous improvement mindset.
Keep the Leep values at the front of your mind in everything you do –
- Safety
- Customer Promise
- Accountability
- Reliability
- Respect
- Flexibility
BENEFITS OF WORKING WITH LEEP
Leep believes in stable growth and putting people first. Our 5 year strategic growth plan gives us both stability today and an amazing outlook for the future. We have a very friendly, supportive and collaborative culture here at Leep, which you could be a part of! You will also benefit from –
- 25 days holiday + bank holidays
- Company pension plan
- Health Cash Plan
- Collaborative and supportive company culture
- Team social events
- Fresh fruit baskets delivered to the office twice a week
Come and join us today!
Job Types: Full-time, Permanent
Salary: Up to £32,000.00 per year
Benefits:
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Work from home
Schedule:
- Monday to Friday
- No weekends
Supplemental pay types:
Ability to commute/relocate:
- Salford, M5 3NN: reliably commute or plan to relocate before starting work (required)
Work Location: In person