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Customer Service Team Leader

Location:
Stroud
Salary Details:
£23,500 per annum
16 Aug 2021
About The Role

Core Responsibilities 

 

  • Develop an effective, efficient team through training & coaching, quality checks and the reviewing and handling of relevant personnel issues 

  • Managing the ongoing development of the team including managing staff performance and productivity against agreed objectives & skills levels. 

  • Ensure regular PDR’s (1-1) and skills level appraisals are completed for all team members, and regular coaching sessions are in place to enable continuous development of the team. 

  • Ensure regular quality checks are undertaken with the team, and all feedback is given and recorded appropriately, and any required training and coaching is arranged. 

  • Support the continuous improvement process for the Contact Centre 

  • Ensure underperformance is managed through utilisation of the performance support scheme, best practice, and in line with HR policies 

  • Working with the Work Force Management ream, ensure all rotas are completed in a timely manner and maintained accurately 

  • Ownership of real time call management for the department 

  • Support and enable the training of end to end processes and embedding of first contact resolution across the department 

  • Work with other Team Leaders to ensure effective running of your team, and a seamless customer journey 

  • Effectively recruit new team members and facilitate their training 

  • Planning and objective setting for all team members to deliver against business objectives. 

  • Ensure the resolution of external and internal customer originated queries in given time-scales 

  • Manage relationships with internal and third-party customers to ensure excellent customer service is delivered 

  • Ensure the team and department are up to date with any key industry changes and process updates along with any changes in compliance 

  • Be the escalation point for the teams internal resolutions and complaints 

  • Ensure departmental processes and procedures are written up, kept up to date, relevant, effective and efficient, by the team and the continuous improvement team. 

  • Understand the work types and workloads coming into the department and ensure this is relevant, resourced, and resolved efficiently 

  • Create and maintain strong relationships with other departments to promote excellent customer service always 

  • Produce weekly and monthly reports to agreed timescales 

About You

Successful Candidates will receive full industry training through our department training, however the role and industry can be quite challenging so we do look for all candidates to have a proven academic ability or understanding of a similar industry.  

 

Educational Requirements: 

 

  • Required 5 GCSE’s or equivalent at Grade C or above, Maths and English are essential 

  • A-Level or equivalent preferred 

  • Educated to Degree standard or equivalent desirable but not essential. 

 

Skills: 

 

  • Experience of team leadership skills, with a track record of motivating others and people management is essential 

  • Experience working within a customer services/customer facing environment is essential. 

  • Experience with backlog/performance management, with proven success 

  • Involvement in change management within a fast-paced working environment  

  • Ability to effectively coach, train, and mentor team members 

  • Experience in providing feedback in a constructive manner 

  • Ability to set and monitor objectives for team members 

  • Ability to successfully recruit new team members 

  • High level of numeracy, accuracy and problem-solving ability 

  • Excellent attention to detail 

  • High level of computer literacy with experience of Salesforce/Junifer (or other CRM system) and AFMS coupled with Microsoft Office Suite 

  • Excellent planning and organisational skills 

  • Report writing and monitoring ability 

  • Excellent written and verbal communication skills 

  • Utility Industry knowledge would be beneficial 

  • Procedure writing experience would be beneficial 

 

 

Behaviours: 

 

  • Exceptional team player who builds open and supportive relationships both internally and externally. 

  • Flexible and adaptable approach to work. 

  • Strong emotional intelligence - able to utilise a range of management techniques to get the best out of your team 

  • Creative and innovative. 

  • Solutions focused. 

  • Engaging, motivating and positive attitude and style. 

  • Excellent attention to detail. 

  • Calm under pressure, and manages change well 

  • Methodical and organized, managing own work and that of others. 

About Us

Ecotricity is Britain’s greenest energy company. When we started back in 1995, we were the first company in the world to supply a new kind of electricity – the green kind.

Our mission was and remains to change the way energy is made and used in Britain – by replacing fossil fuels with clean, renewable energy.  

We don’t just supply green energy, we use the money from our customers’ bills to make it ourselves too – we build windmills and sun parks in Britain. We call this ‘bills into mills’. In 2021, we’re starting work on building two new solar parks, and in 2022 we’re bringing geothermal energy to our customers’ fuel mix, a first in the UK. We’re also developing green gas mills which will generate 100% green gas from a source that will never run out – grass.  

We don’t just focus on energy though – we built the Electric Highway, Britain’s leading network of electric vehicle charge points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain’s greenest mobile phone service, Ecotalk + RSPB.