Operations Excellence Lead

Warrington, England, United Kingdom

12/23/2024

Salary - Competitive

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.

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 10.5% 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 Accountabilities

To lead design, deliver and manage the Income improvement plan to implement new and improved processes to ensure the business area operates effectively and efficiently and delivers against all its business objectives whilst 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, customer service, improve financial efficiency, operational effectiveness and agent competence
• Understand our customers and the services they require through feedback and research and develop appropriate strategies to design the offerings required
• Lead in the development of new and improve existing policies and processes to improve the effectiveness of the function, ensure compliance and ensure industry best practice is rapidly deployed across the operation (as appropriate).
• Be responsible for maintaining and improving all customer impacting policies, processes and documentation in your field within the Income Department
• Manage the end-to-end customer journeys within your field within the Income Department to ensure that robust controls and checks are in place to mitigate risk and increase performance.
• Lead and develop a culture of continuous improvement evidenced through a robust continuous improvement log evidencing cost savings and efficiency.
• Establish credible and valuable working relationships with stakeholders and relevant management teams to analyse data insights and drive improvement actions through root cause analysis implementing required change-plans to continuously improve operational, process and customer service performance
• Define and deliver a contact strategy in your field within the Income Department that translates into delivery of both an excellent customer journey and delivery of the business objectives.
• Optimise customer contacts by maximising the use of multi channels and proactive correspondence. Promote the use of digital channels at every opportunity.
• Be the lead for driving automation and the use of data and AI in relation to your field within the Income Department. Maximising the use of automation and AI for meter reading to drive efficiency and speed of response whilst ensuring the customer journey delivers excellent service and customer experience.
• Ensure an appropriate governance framework is in place to monitor progress of change activity, levels of business readiness and any ongoing progress reporting.
• People management responsibilities
• Matrix manages and leads any resource required to deliver the business improvements within the Income Department
  
  

Skills And Experience

• CICM qualified to at least Associate or equivalent significant business experience.
• Rounded experience working in an operational environment with responsibility for driving and providing high levels of process improvement, customer service, quality and operational effectiveness.
• Continuous improvement skills – demonstrate best practice approaches to improving our processes and customer journeys
• Understands new developments and best practice, innovative approaches and shares these with the business function to provide valuable insight into the development of business plans and strategies.
• Excellent analytics skills to support performance and improvements in customer experience
• Highly competent in reviewing, improving and communicating performance improvement with internal and external contacts.
• Strong interpersonal skills and proven communication skills (both verbal and written) with the ability to influence and persuade internally, externally and at an industry level
• Leadership and people management skills and an ability to build, recruit and develop high performing teams.
• Excellent planning and organisational skills to facilitate management of own workload, and that of their direct team to deliver departmental targets through the line.
• Ability to build collaborate relations with customers, other departments and other external organisations.
  
  

Benefits

We believe in empowering you to achieve your aspirations and dreams, both in your work and in your life. To help you achieve your goals, we offer a variety of voluntary benefits that you can select according to your needs and preferences.

• 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 10.5% 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
  
  

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.