Home Based Contact Centre Team Leader

4 weeks ago

Bolton Greater Manchester, United Kingdom E.O.N Worldwide Full time

Driving positive energy.
We're E.ON Next, the newest face of the E.ON group. We're all about building a sustainable future and empowering our customers to understand their energy. We're also here to make this whole energy thing way easier for our customers. Like, really easy. That means providing exceptional service and using state-of-the-art tech to do it.
Working as a Team Leader in customer operations, you'll be at the heart of leading and inspiring our Nexties to create unforgettable customer experiences. Your team won't just be part of the customers' experience, they'll make it, and take full responsibility for what lands their way by delivering end to end customer service.
Are you passionate about exceptional customer service? Do you love coaching and developing others? Are you full of ideas and keen to make things better? This could be the role for you.
Want to hear more?
As a Team Leader in our Residential Credit Operations family, you'll be part of our Early Collections team and have the most rewarding job, leading and inspiring a team of up to 12 amazing Credit Specialists to support our customers who have complex problems and reduce our bad debt. This role is key to ensuring we resolve and future proof as much of our customers' debt as possible in the early stages of the debt journey which in turn will have a direct impact on our debt book and business profitability.
As a Team Leader in E.ON Next you will build a culture of trust where we have adult relationships and an incredibly strong commitment to your own and your colleagues' development through frequent (constructive) feedback and constant coaching. You'll see change as a good thing and embrace it, and you'll be passionate about helping others do the same.
You will utilise your leadership experience to manage a variety of complex problems, such as owning your own debt portfolio and work with your team to provide efficient solutions - this can mean having difficult conversations with our customers, so you'll need to ensure your team has the right support when dealing with complex escalations.
As a Team Leader you'll build a happy, culturally-aligned, high-performing team which consistently delivers fantastic results day-in, day-out and be accountable for day-day operation of your team, from prioritisation of work, scheduling and monitoring. You'll take a proactive approach to developing and supporting your team and be part of growing and developing E.ON Next.
At E.ON Next we learn every day and we'll expect you to be Identifying opportunities for improvement - this could be anything from team organisation or quick technology wins - any way that you think would improve the team's performance and customer experience.
Are we a match?
We know what's important to us at E.ON Next, we're on the hunt for great people to lead our amazing Nexties and breathe our culture. Here's what we're looking for:
Leadership - experience of directly leading a team within a contact centre environment. We're looking for Team Leaders with at least one years experience of effectively leading teams.
Debt Collection/ Energy experience preferred
Inspiring - Motivated by leading and developing people, even when times get tough. Striving to creative an environment where everyone in your team gives their best
Culture - able to build an amazing, high-performance culture, where you and everyone around you can be themselves, all day, every day.
Passionate and vibrant - genuinely excited to help customers, drawing energy from having problems to solve - the more complex the better
Calm and resilient - challenging work is what keeps you creative and motivated. You always challenge the norm to deliver a great customer experience
Development and growth - You learn from your experiences and have examples of where this has highlighted something that could be better and what you've done to improve things in future. You build a strong development culture & you encourage your team to get curious, learn all the time, and explore new ways of doing things.
You're comfortable to take accountability and make your own decisions. Fear of failing doesn't hold you back and instead it drives you forward.
Here's what else you need to know
~ Closing date - Friday 31st May 2024
~ We'll have regular team socials and lively team chats
~ Competitive salary
~ Location - Bolton with travel to our other sites when required.
~ Work life balance - we work Monday-Friday 9AM-5PM to service our customers and make sure they have an unforgettable experience.
~ Working environment: Flexible hybrid working - a blend of in the office and home working.
~26 days holiday plus bank holidays each year - this includes a guaranteed day off for your birthday if you want it.
~ Generous pension scheme (you contribute 5%, we contribute 6%, increasing to 10% after 2 years)
~ Excellent parental leave allowance.
~ The chance to choose from our award-winning Flexible Benefits package which includes the option to buy up to 10 days holiday a year.
~ We've exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.
~ For all successful candidates. Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider

We're committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.
We realise the best people bring their energy at different times, so we're happy to talk flexible working. We offer a range of flexible working options, including full time, part time, job share, remote working and variable start and finishing times.
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