Communications Systems Lead

Salary - competitive

Work Type - Onsite

Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP

Role Type - Fixed Term Contract

Employment Type - Full Time

Working Hours -

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.

We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.

We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.

Benefits

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

Job Purpose

Do you have experience within service operations that occur through asynchronous communication channels, such as WhatsApp and web messaging? We would love to speak with you! We have a brand new to vacancy within our structure for an Asynchronous Messaging Service Lead.

This is a mid senior role working alongside our operational teams and stakeholders to continually adapt our messaging offerings based on customer feedback. The role will involve data lead decisioning on our strategy within our end to end customer journey. You will need to be a keen listener with the ability to understand challenges and work through tangible solutions putting the customer at the heart of everything we do.

Accountabilities & Responsibilities

• Enhance Customer Experience: Ensure that customers receive timely, accurate, and helpful responses through asynchronous channels, thereby improving overall customer satisfaction.
• Optimize Operations: Develop and implement strategies to streamline and improve the efficiency of asynchronous communication processes, reducing response times and increasing the effectiveness of customer interactions.
• Driving benefits: Ensure use of asynchronous messaging is delivering on desired business outcomes and use data and insights to ensure continuous improvement.
• Performance monitoring: Track and analyse key performance indicators (KPI’s) to assess the effectiveness of both the customer service operations and routing / Out of Hours / Holding BOT’s.
• Responsible for ensuring efficient and effective customer support, improving response times, and enhancing overall customer satisfaction.
• Reporting and Analysis: Prepare and present regular reports on team performance, customer feedback, and operational metrics to senior management, providing insights and recommendations for continuous improvement.

Technical Skills & Experience

• May be required to work out of hours on an adhoc basis for deployments or incidents.
• Previous experience driving performance of messaging channels
• Strong stakeholder management skills
• Customer champion understand the outside world perspective of their actions
• Strong analytical skills with the ability to present findings confidently
• Previous experience driving performance of messaging channels
• Customer champion understand the outside world perspective of their actions
• Strong analytical skills with the ability to present findings confidently
• Strong stakeholder management skills

Qualifications

• Minimum degree level education or significant business experience working within the operation or digital area

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.