Retail Team Leader

What you’ll be responsible for

Ready to make a difference?  This role is an exciting opportunity to join our Retail Contact Centre based in Cardiff.  Whilst you will be based in Cardiff, you will also work alongside colleagues based in our Contact Centre in Kinmel Park, north Wales; the role will involve occasional travel to north Wales.

As a Team Leader you'll lead a team of customer advisors who deal with a wide variety of queries from customers such as house moves, setting up payment plans or explaining how our bills work. 


The key duties of the role include:
 

1. Coach and develop advisors within the contact centre through various mechanisms, including call listening, quality feedback and process guidance to ensure that individual, team, and department targets are achieved
2. Effectively manage the performance of the team, through the setting and continuous reviewing of SMART objectives and performance indicators and adhering to process and policies ensuring the team’s effectiveness is maximised.
3. Optimise working practices within the team through continuous improvement, innovation, and best practice, ensuring effective implementation into operational processes to increase customer satisfaction & cash collection
4. Establish and maintain effective working relationships within the team and other parts of the business, to ensure objectives are supported and delivered
5. Promote and maintain awareness around Health and Safety, proactively identifying and implementing initiatives that create a strong health and safety culture
6. Proactively identify opportunities within the team that lead to cost effectiveness in line with Company cost targets i.e reduced contacts into the business
7. Gather and analyse information from a range of sources in order to monitor performance and output of the team ensuring quality standards are met

Who you’ll work with

• Welsh Water customers 
• Welsh water employees

About you

Knowledge, Skills & Experience 
 

We are seeking candidates who demonstrate the following Experience, Knowledge & Skills
 

• Previous relevant experience of managing people and HR practices
• Experience of coaching and mentoring staff to maximise their performance and engagement
• Experience of managing health and safety
• Experience in delivering successful change within a team
• IT literate in Microsoft packages (Excel, PowerPoint, Word) and ability to use a range of internal IT systems

Desirable – Experience of managing in a contact centre environment and good conversational Welsh

Good to know

• Hybrid working between office and home after 6-month probationary period.
• Shifts between hours 8am-6pm with 1 Saturday in 5 9am-1pm.
• Occasional travel is required to our contact centre in Cardiff.

Benefits

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions – Up to 11% employer contributions
• Free Mortgage Brokering Services 
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website. 

 
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.
 
 
Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.
 

For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.