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Job Title: Team Leader: Dwr Cymru Welsh Water

Salary: £32,070.00 -£35,052.00

Employer: Dŵr Cymru Welsh Water

Location: Rhyl, Wales

Job Category: Customer Services

Contract Type: Permanent

Job Description

What you’ll be responsible for

Ready to make a difference?   This role is an exciting opportunity to join our brand-new contact centre based in our Kinmel Park office in Rhyl North Wales, opening in April 2024!

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:

•    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
•    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.
•    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
•    Establish and maintain effective working relationships within the team and other parts of the business, to ensure objectives are supported and delivered
•    Promote and maintain awareness around Health and Safety, proactively identifying and implementing initiatives that create a strong health and safety culture
•    Proactively identify opportunities within the team that lead to cost effectiveness in line with Company cost targets i.e reduced contacts into the business
•    Gather and analyse information from a range of sources in order to monitor performance and output of the team ensuring quality standards are met

About you

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

•    The ability to speak fluent Welsh is essential for this role
•    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

Good to know

•    Hybrid working between office and home after 6 month probationary period
•    Shifts between hours 8am-6pm with 1 Saturday in 5


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
•    Enhanced family friendly policies
•    Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
•    Reduction on gym memberships and high street shopping
•    Cycle to work scheme
•    Free on-site parking at all our sites
•    Discount off all Welsh Water visitor attraction centres and gift shops
•    Car-leasing scheme
•    Health CashBack scheme
•    An employee assistance programme for employees and their immediate family


Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment

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 all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

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