Senior Manager - Asynchronous Messaging Channel Operations

Join to apply for the Senior Manager - Asynchronous Messaging Channel Operations role at CUPONING PULICIDAD S.L.

Senior Manager - Asynchronous Messaging Channel Operations

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Company Description

Water Utility Company based in Yorkshire region of England.

Company Description

Water Utility Company based in Yorkshire region of England.

Job Description

Senior Manager Asynchronous Messaging Channel Operations

We offer a salary from £50-65k per annum, depending on experience

A company car cash allowance scheme

Annual incentive related bonus (up to 10% of annual salary)

Private health care (self only)

Attractive pension scheme (up to 12% company contribution)

Life assurance cover of 4 times pensionable salary

25 days annual leave plus bank holidays plus an extra wellness day!

A great benefits package choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.

Retail savings scheme

Online GP service, cycle to work scheme, gym membership discounts and many more!

Location: Bradford / Hybrid Working -2-3 days in the office at Bradford per week

Work type: This is a permanent opportunity, working full time 37 hours per week between a working window of 8:00am-6:00pm

We have an exciting opportunity for a Senior Manager Asynchronous Messaging Channel Operations to join the Customer Experience team in Yorkshire Water and lead on the introduction, operation, and success of a new inbound asynchronous messaging channel at Yorkshire Water, ensuring its seamless integration into the organisations customer service framework while delivering excellent customer outcomes. Could this be you?

What We Do

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, its so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshires water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the regions health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

Where You Fit In

You will lead the introduction, operation, and success of a new inbound asynchronous messaging channel at Yorkshire Water, ensuring its seamless integration into the organisations customer service framework while delivering excellent customer outcomes. You will define the operating model, establish staffing plans, and drive success metrics for this innovative channel.

You will play a critical role in shaping the future of customer service at Yorkshire Water. By establishing and leading this transformative initiative, the successful candidate will contribute significantly to enhancing customer satisfaction and operational excellence.

Some Role Responsibilities Include The Following

Strategic Development

Define the operating model for the asynchronous messaging channel, aligning it with Yorkshire Waters customer service strategy.

Identify best practices and industry standards to create a scalable and efficient messaging operation.

Develop a roadmap for implementation, considering technology, process, and people.

Ensure alignment with other customer service channels to provide a seamless omnichannel experience.

Operational Planning

Plan and execute the staffing strategy, including training, and optimising workforce capacity for the messaging channel.

Collaborate with IT and operational teams to ensure the messaging platform is robust, user-friendly, and capable of handling high volumes.

Develop service-level agreements (SLAs) and operational guidelines for the channel.

Performance Management

Monitor and report on key performance indicators (KPIs) such as response times, customer satisfaction scores, message resolution rates, and channel utilisation.

Identify opportunities for process improvement and innovation, ensuring continual enhancement of customer experience.

Establish feedback loops to capture customer insights and use them to refine the channels operations.

Leadership

Act as the organisational champion for the messaging channel, advocating for its benefits and gaining buy-in from stakeholders.

Lead and inspire a team to deliver exceptional service via the channel.

Collaborate across functions to ensure integration and alignment with broader business goals.

What skills are we looking for?

Proven experience in managing messaging or similar digital communication operations.

Strong background in customer service leadership, including defining and executing service strategies in a fast-paced environment.

Ability to analyse and report on success metrics, using data-driven insights to inform decisions.

Familiarity with workforce planning and operational optimisation.

Experience in digital transformation and implementing new customer contact channels.

Strategic thinking and planning abilities, with a focus on customer-centric outcomes.

Excellent communication and stakeholder engagement skills.

Strong analytical skills for monitoring performance and identifying improvements.

Leadership and team management capabilities, able to inspire and coach teams.

Proficiency with messaging platforms and associated technologies.

If you are interested in this exciting opportunity please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process

Closing date 28th August, 2025

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group 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.

No agencies please.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Strategic Management Services

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