Contact Centre Team Leader (retail energy)

Utility People
25000.00 GBP Annual
31 May 2018
26 Jun 2018
Contract Type

Role: Contact Centre Team Leader (retail energy)

Salary: GBP25,000 + benefits

Location: Kenilworth

Do you have experience of working in a Contact Centre or busy Customer Service environment? We are looking for a Contact Centre Team Leader to manage a team handling Complaints and Customer Service queries for a retail energy supplier. The Contact Centre Team Leader will have worked in a similar fast paced and pressurised environment, handling high volumes of calls, and used to coaching, developing and upskilling their team. So, if you are looking for that new challenge, apply for the Contact Centre Team Leader's role today!!!

Responsibilities will include:

  • To provide management to a team handling Complaints and Customer Service queries
  • To ensure the team are upskilled and have the knowledge and skills to fulfil their role
  • Delivering a high-quality service and process for colleagues and customers
  • Ensure calls are handled through to resolution within agreed SLAs
  • Cross pollinate with all departments to provide seamless process to deliver business vision
  • To deliver innovative and proactive service improvements
  • Conducting necessary HR procedures
  • Influence effectively across the Business
  • Deliver on all SLA's and KPI's to a high standard

Skills and Experience Required:

  • Experienced leader in Customer Services with a can-do attitude
  • Be highly motivated, energetic and an inspirational leader and team player
  • Have excellent Man manager skills demonstrating through coaching and daily interactions
  • Ability to implement change and identify opportunities
  • Policy and process driven to deliver excellent service
  • Ability to provide the right environment for personal development and job satisfaction
  • Passionate about delivering solutions and leading people
  • Able to work in a fast paced and pressurised environment, dealing with a high volume of calls
  • This role will require working shifts between (8am-8pm), 7 days a week