Role Details
Salary - £53321 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.
Job Purpose
As Operation Excellence Lead you will lead and maximise cash, efficiency and deliver targeted cost saving continuous improvement activity delivering complaint reduction and customer experience benefits within the Collections/Income Team.
You will lead in the design and delivery of change programmes, improvement initiatives and operational, system, data, process and customer service excellence whilst acting as subject matter expert in their field within the Income Department.
Job Accountabilities
Lead design, deliver and manage the Income improvement plan to implement new and improved processes ensuring effective and efficient operations while maintaining great customer service.
Develop plans and lead the deployment of the plans to deliver industry leading service provision in your field within the Income Department.
Understand customers and their required services through feedback and research to develop appropriate strategies.
Lead in the development of new and improve existing policies and processes to enhance function effectiveness and ensure compliance.
Maintain and improve all customer impacting policies, processes and documentation in your field within the Income Department.
Manage end-to-end customer journeys ensuring robust controls and checks are in place to mitigate risk and increase performance.
Develop a culture of continuous improvement evidenced through a robust continuous improvement log.
Establish credible and valuable working relationships with stakeholders to analyse data insights and drive improvement actions.
Define and deliver a contact strategy that translates into an excellent customer journey and delivery of business objectives.
Optimise customer contacts by maximising the use of multi-channels and promoting digital channels.
Drive automation and the use of data and AI to enhance operational efficiency and customer experience.
Ensure an appropriate governance framework is in place to monitor change activity and business readiness.
People management responsibilities including leading resources required to deliver business improvements.
Skills and Experience
CICM qualified to at least Associate or equivalent significant business experience.
Experience in an operational environment with responsibility for process improvement, customer service, quality and operational effectiveness.
Demonstrated continuous improvement skills and best practice approaches.
Excellent analytics skills to support performance improvements in customer experience.
Strong interpersonal skills and proven communication skills (both verbal and written).
Leadership and people management skills with the ability to build and develop high performing teams.
Excellent planning and organisational skills to manage workload effectively.
Ability to build collaborative relations with customers and other departments.
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Salary - £53321 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.
Job Purpose
As Operation Excellence Lead you will lead and maximise cash, efficiency and deliver targeted cost saving continuous improvement activity delivering complaint reduction and customer experience benefits within the Collections/Income Team.
You will lead in the design and delivery of change programmes, improvement initiatives and operational, system, data, process and customer service excellence whilst acting as subject matter expert in their field within the Income Department.
Job Accountabilities
Lead design, deliver and manage the Income improvement plan to implement new and improved processes ensuring effective and efficient operations while maintaining great customer service.
Develop plans and lead the deployment of the plans to deliver industry leading service provision in your field within the Income Department.
Understand customers and their required services through feedback and research to develop appropriate strategies.
Lead in the development of new and improve existing policies and processes to enhance function effectiveness and ensure compliance.
Maintain and improve all customer impacting policies, processes and documentation in your field within the Income Department.
Manage end-to-end customer journeys ensuring robust controls and checks are in place to mitigate risk and increase performance.
Develop a culture of continuous improvement evidenced through a robust continuous improvement log.
Establish credible and valuable working relationships with stakeholders to analyse data insights and drive improvement actions.
Define and deliver a contact strategy that translates into an excellent customer journey and delivery of business objectives.
Optimise customer contacts by maximising the use of multi-channels and promoting digital channels.
Drive automation and the use of data and AI to enhance operational efficiency and customer experience.
Ensure an appropriate governance framework is in place to monitor change activity and business readiness.
People management responsibilities including leading resources required to deliver business improvements.
Skills and Experience
CICM qualified to at least Associate or equivalent significant business experience.
Experience in an operational environment with responsibility for process improvement, customer service, quality and operational effectiveness.
Demonstrated continuous improvement skills and best practice approaches.
Excellent analytics skills to support performance improvements in customer experience.
Strong interpersonal skills and proven communication skills (both verbal and written).
Leadership and people management skills with the ability to build and develop high performing teams.
Excellent planning and organisational skills to manage workload effectively.
Ability to build collaborative relations with customers and other departments.
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