Change Of Tenancy Manager

Department: YUR - 2080 - Customer Services

Location: Leicester

Compensation: £40,000 - £50,000 / year

Description

Reports to: Senior Contact Centre Manager
Location: Leicester LE3
Working hours: Monday to Friday, 37.5 hours a week, Office Based

Effective leadership of the Change of Tenancy function to ensure the efficient and accurate processing of customer Change of Tenancy requests. This role requires a balance of Strategy, high-level senior stakeholder liaison and engagement across multiple departments from Sales, Complaints, Billing and Debt, to leading the team of COT Advisors.

You will be the custodian for ensuring genuine COT requests are processed via a great customer joining and leaving experience. You will ensure checks and balances are highly effective to process COT requests as quickly but accurately as possible and prevent and stop any non-genuine requests (debt, contract price avoidance etc). You will ensure a seamless customer experience for genuine new and leaving customers while embedding controls to assertively protect the bad debt position.

This role requires wearing two ‘hats’ – one with a strong commercial perspective, capable of reviewing and improving the COT Strategy through engagement and collaboration across the business. The other requires the effective management of team productivity at a granular level to ensure the right outcomes are achieved in a timely manner for both the customer and business.

You will conduct regular 121 performance and Personal Development reviews with your team to increase their ability.

Passionate and motivated people are the power behind our growth so we’re looking to expand our team and you could be part of our success story.

What We Need from Yü

Here’s a taste of what you’ll be doing:

• Collaborating with the commercial team, refining and implementing the COT Strategy
• Updating of COT Processes to ensure legislative adherence, driving the most efficient journey for our customers and Yü.
• Understanding the debt cycle and develop strategies to limit debt
• Building highly effective relationships with stakeholders across the business
• Operational day-to-day leadership of the COT Advisor team population
• Developing team skills and experience and succession planning
• Ensuring the customer joining and leaving experience is second to none.
• Identifying and dealing decisively with fraudulent COT requests to ensure we treat all customers fairly, protecting profitability and minimise risk
  
  

About Yü

If you have what it takes you could be just what we’re looking for…

• Diverse leadership background covering Commercial, Credit/ Debt and Sales
• Assertive and confident leader able to build highly effective, motivational relationships
• Ability to balance being up in the ‘helicopter’ leading the strategy with getting down into the detail with the Advisors
• Able to lead by example, demonstrating to Advisors a best-in-class approach
• Excellent eye for detail
• Strong ability to multi-task effectively and with high precision of accuracy
• Ability to influence change in process and behaviours in other departments
• Ability to make things happen and get things done without overcomplication or delay
• Advanced Office 365 skills, specifically Excel and PowerPoint
• Team player – You’re happy to help a fellow colleague, a strong team player & are flexible & adaptable
• Motivated – You have a can-do attitude & love to learn & develop new skills
• Time Management – You’re able to manage time effectively, working under pressure & managing multiple deadlines
• Friendly – You’re always polite & speak to people with respect
• Accuracy – Excellent level of accuracy & attention to detail
  
  

Yü Come First

We have a wide range of benefits for our employees including:

• 24 days annual leave + bank holidays
• Holiday buy – up to 5 additional days
• Day off on your birthday
• Employee Assistance Programme
• Annual salary review
• Learning and development opportunities
• Enhanced paternity, maternity and adoption policies
• Yü made a difference Awards
• 3 days additional annual leave if you get married/civil partnership etc.
• Appointment allowance
• Long service recognition
• Refer a friend payment
• Company sick pay (subject to length of service)
• New modern facilities
• Death in service and critical illness cover
• Plus, many more

This position does not fulfil the UK Visas & Immigration sponsorship criteria for Skilled Worker, therefore we can only accept applications from candidates who already have an indefinite right to work in the UK.

If you need any reasonable adjustments to help you apply for a role, please let us know and we will see what we can do.

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