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We have an exciting opportunity for an Operational Team Manager to join the Operational Contact Centre on a full-time permanent basis. Salary £25,717 to £31,717 (dependent on experience) with attractive pension, benefits package and 25 days holiday.

Loop is a fast-paced contact centre based in Thornbury, Bradford (on the Pudsey border).You may not have heard of us before, but we are the people behind our sister company, Yorkshire Water, delivering excellent customer service to our customers in an easy, helpful and friendly manner.

The working pattern will be 10:00 - 18:00 Monday to Friday, you will also be required to work an alternate Saturday 14:00-22:00, with an agreed day off during the week when you work the Saturday.

What will the role involve?

As a Team Manager you will take responsibility for your team's delivery of service standards and individual KPI's. You will develop and implement plans to ensure that a high quality, consistent standard of Customer Service is delivered in line with business objectives, budget and KPIs - including assessment of call activity, live call listening and feedback, daily workload planning and adjustments.

You will have an awareness of key business drivers including C-Mex, regulatory compliance and the adherence of internal process and procedures as well as an 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. In the role you will train, coach and develop team members on operational processes to maximise performance and potential
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 operational contacts to support escalation and to be able to feedback on customers written/telephone contacts.

What skills are we looking for?

For this role you will need to be able to demonstrate the ability to quickly implement tactical plans to deliver strategic objectives. Have effective communication and influencing skills whilst been able to effectively manager stakeholders.
You will have a track record of improving processes and being able to coach the team into delivering better results and create opportunities for them to progress. You will be a focused individual with previous people management and contact centre experience and ideally knowledge of our operational contact handing processes.
The ideal candidate will have excellent leadership, strong commercial acumen, connecting needs of clients and internal mechanisms to create value.

Your excellent planning, organisational, motivational and leadership skills will also be essential in achieving targets and ensuring the highest standards of customer service is delivered by your team.

What's in it for you?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are 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: 20/11/2019

Interviews will be held on the 25th & 27th November

Loop values equality, diversity and inclusion 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.


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