Salary & Benefits: We are offering a competitive salary dependent on experience, a company car lease/allowance scheme, annual incentive related bonus (up to 10% of annual salary), private health care, attractive pension scheme (Up to 10% company contribution), life assurance cover of 4 times pensionable salary and 25 days annual leave plus bank holidays and a wellness day. We also offer a fantastic flexible benefits package, where you can choose from benefits such as health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover. Colleagues also have access to a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts and many more!
Location: Bradford/ Hybrid Working (a mix of office and home working)
Work type: This is a fixed term opportunity for 12 x months working full time, 37 hours per week between the working window of Monday to Friday 8:00am-6:00pm
We have an exciting opportunity for a Performance Improvement Manager to join the Central Control business area within our Customer Experience function at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?
What we do:
Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.
We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.
New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. Customer Experience are a key part of how we plan to meet the changing expectations of our customers.
Where you fit in:
As our Performance Improvement Manager you will lead and manage a team of up to 8 x Performance Excellence Specialists and 14 x Learning & Development Facilitators, with 3 direct reports to support you. You’ll work as part of a wider team across the whole of the Central Control supporting each other to deliver our company strategy “A thriving Yorkshire. Right for customers. Right for the environment.”
You will be supporting our teams to deliver an exceptional level of customer service in a dynamic and fast paced environment. Leading on the delivery of technical upskills, performance coaching and continuous improvement activity aligned to our modernisation strategy.
You will build relationships across Yorkshire Water, taking a proactive approach to this to enhance the customer experience.
You will update your knowledge with changes and innovations in the fields of CI, learning, development and coaching.
What skills & qualifications you will need:
The successful candidate will have previous experience of operational customer service, ideally having some experience working with field-based teams. You will have strong leadership skills and previous experience in successfully leading and managing people.
You will be passionate about Customer Service and continuous improvement and be able to demonstrate an in-depth understanding of what great customer service means and how to take others on the journey to achieve this.
You will be a natural problem-solver, able to use insightful data to challenge and improve ways of working, processes or remove barriers that impact both customer and colleague experiences. You will be experienced in building business cases to support change and the delivery of key change programmes.
If you’re are passionate and enthusiastic about delivering excellent customer service and want to play a key role in helping us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer for you.
Please complete the online application process and submit a covering letter and CV outlining your suitability for the role.
Recruitment Process –
Closing date – 29th March, 2024
Assessments to take place w/c 8th April, 2024
We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply.
If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.
Kelda Group 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.
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