Affinity Partnerships Performance Coodinator

Affinity Partnerships Performance co-ordinator

Full Time

Permanent

Salary – up to £35,320 depending on experience

Location – Pity Me, Durham/Hybrid working

Delivering an unrivalled customer experience is critical to achieving success in our ambition to be National Leader.

We have an exciting and rare opportunity to join our Affinity Partnerships team in a role that we see as key to helping us to achieve this vision.

Reporting into our Affinity Partner Manager you’ll assist with the delivery of value-added partner products to our customers across different channels.

Working closely with our customer billing teams, you’ll support and inspire our customer advisors to include value added services in the high standards of conversations they already have with their customers.  You’ll work closely with advisors and customer managers to deliver key targets by providing performance data through daily dashboards, analysing and identifying trends and seeking opportunities for improvement. You’ll deliver 1-1 coaching and training, develop training materials, and provide constructive performance feedback where needed.

You will support the Affinity Partner Manager with the delivery of effective and compliant marketing campaigns to customers, as well as working closely with our marketing and digital teams, and our external partner to develop opportunities through a variety of customer touch points.

You’ll provide administrative support and organise documentation and records to monitor performance and compliance. The role will include regular input to ensure a robust governance structure is in place and that all activities and individuals are compliant with relevant regulation. This will include monitoring through call quality checks, producing monthly summaries and reports, attending and minuting meetings, and completing activity registers.  

Internally this role is known as Affinity Partner Anlayst.

About you

We’re ideally looking for you to have experience of working in a customer focussed environment, with a proven track record of analysing and using data to identify trends and monitor and improve performance to deliver results.

You’ll excel in building relationships with internal and external stakeholders with the ability to inspire and engage; communicating, supporting, and influencing across different teams.

You’ll be able to tell us about your experience of working closely with teams and individuals to develop performance and quality standards and where you’ve provided training, coaching and 1-1 feedback with demonstrable results.

Your experience of working within a regulated environment would be a bonus, along with your organisation skills and attention to detail will help to ensure all relevant individuals, sales channels and documentation are compliant with relevant legislation.

This is a small team and a varied role, and it is essential that you are a highly motivated self-starter and a quick learner, with the ability to determine priorities and use your initiative. You must be comfortable working alone as well as part of a team and be confident in making decisions based on your knowledge, experience, and skills.

As the stakeholders for this role are based in multiple geographic locations, there will be a need for occasional travel between sites.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation. 

Please note this role may require a DBS to be completed prior to employment

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.

About us

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG at a glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our benefits

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

• Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
• Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
• Free access to local attractions.
• A fantastic discount scheme, with savings on days out, shopping, travel and more.
• Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
• Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
• Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
• Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.