Salary - £43,420
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Full Time
Working Hours - 37.0 Hours per Week United Utilities' (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society. We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves. We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of. We've got a lot to offer. You'll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.
Benefits
- A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
- A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
- Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
- A comprehensive healthcare plan through our company-funded scheme
- MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
- Best Doctors
- Salary Finance
- Wealth at Work courses
- Deals and discounts
- EVolve Car Scheme
- Employee Assistance Plan
- Mental health first aiders
- ShareBuy
- MORE Choices flexible benefits
- Enhanced parental leave schemes
Job Purpose
We have a great opportunity for a Customer Operations Lead to join Network Enquires. As part of a wider team withinthe Customer and People Department you will be responsible for leading and managing a customer contact team within the Network Enquiries area of the business to ensure all service levels and business KPI's are met successfully.
You will have a wider remit to matrix manage an operational department of up to 200 employees on a rotational basis. You will have an active role in supporting incident related activities to ensure that issues are resolved and customers receive the best possible service.
Accountabilities & Responsibilities
You will be responsible for managing the performance of the team, ensuring key activities are prioritised and work managed effectively to achieve regulatory and other performance KPI's associated with for example supply interruptions, wastewater flooding, water quality contacts, telephony service levels and customer hours lost.
You will also be responsible for:
- Managing key stakeholders in an incident environment ensuring that our customers receive the best possible service.
- Continuous improvement across water, wastewater and customer business streams
- Reduction in repeat contacts within their operational area
- CMEX results within your designated operational area
- Identifying operational problems and trends in performance likely to result in customer service issues and identify possible improvements