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Service Delivery Manager

16 November 2020

Service Delivery Manager


We have a new exciting permanent opportunity for a Service Delivery Manager to join our Industry leading Contact Centre at Loop. This role is key to ensure that service delivery is productive and efficient across the business.
Salary £28,418 - £35,418 (dependent on experience) and attractive pension, benefits package plus 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.
What will the role involve?
As a Service Deliver Manager you will lead, develop and coach a team of resource co-ordinators. Taking responsibility for your own and the teams performance and personal development.
Ensure the effective day to day operation of the customer contact centre and other contact channels.
You will deliver against SLA’s (to include Quality and Customer Promise) across Loop.
Work closely with the Planning team to support the delivery of Business Plan and Manpower models across Loop.
To report by exception against any variance to forecast to ensure continuous improvement.
Working alongside key stakeholders to recommend resource plans and solutions. To include senior managers, team managers. 
Supporting the day to day resource allocation across multi-site contact centres in order to deliver against agreed SLA’s, working as part of a wider service delivery team.
To support the wider Business in managing and deploying agile resources where and when they are required to deliver Our Ambition.

What skills are we looking for?
Experience of working within a Service Delivery environment, ideally in a busy multi-site contact centre. Also virtual site experience and supporting our Customer Relationship Managers from home.
Proven track record of managing and leading a team whilst driving sustainable performance against challenging business targets.
To understand and interpret data and convert this into meaningful conclusions and actions
Demonstrate how you can build relationships with key stakeholders both internally and externally.
Previous experience of Avaya contact centre tools would be desirable.
What's in it for you?
Loop offers a wide range of excellent benefits which include an attractive salary and pension scheme, quarterly performance related bonus scheme, 25 days holiday, a skills-based progression linked to salary and a range of lifestyle benefits including discounts on holidays, travel and high street retail savings.
About Loop 
Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Working for a business who prides itself on attaining a ‘great place to work’ status. 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 have a big role to plan in supporting us to achieve our vision of 'taking responsibility for the water environment for good' delivering on our Customer Promise and ensuring we maintain our hold as the leader in the water industry.
Closing Date: 29th November 2020
Interview Date: Likely to be week commencing 7th December 2020
The interviews will be held virtually so access to Microsoft Teams is essential

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process - https://www.loop.co.uk/careers/
If successful for the role, you will be required to undergo a Basic Disclosure Check, through a Third Party Company prior to commencing employment

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.


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