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Customer Services Team Leader

1 month ago

Brighton amp Hove East Sussex, United Kingdom Black Sheep Utilities Full time €23,000

*(PLEASE NOTE - THIS IS A FULL-TIME OFFICE BASED POSITION MONDAY – FRIDAY)*
Scroll down to find the complete details of the job offer, including experience required and associated duties and tasks.
Is providing outstanding customer service important to you?
Are you confident both on the phone and on email, meticulous with detail, proactive and tenacious?
Do you have experience working as a Customer Service Advisor, Account Manager or as a Call Centre Agent?
If so, then read on, as we have the job for you
*BENEFITS PACKAGE*
* Competitive Basic Salary, plus un-capped commission
* Annual leave of 20 days per annum, increasing with length of service up to 25 days per annum.
* Birthday leave, celebrate on us (after 1 - year service).
* Attendance Booster – earn extra leave through exceptional attendance.
* Comprehensive Employee Assistance Program.
* Life assurance and single person health cover (after qualifying period).
* Various social events throughout the year.
* A selection of food and hot and cold drinks provided free of charge.
* Regular incentives and prizes.
You’ll flourish in this role if you genuinely care about the customers you are speaking with and are enthusiastic in your desire to help them. We’ll train you on our bespoke database, as well as all the ways we like to connect with our customers, to deliver an outstanding experience every time.
Previous Customer Service experience is essential for this role and although industry knowledge would be advantageous, it is not essential.
*KEY SKILLS & ATTRIBUTES*
* Excellent verbal and written communication skills, with a professional telephone manner.
* Exceptional interpersonal skills, with the ability to build effective relationships with a wide range of people.
* Excellent spelling and grammar.
* Quality/Compliance: Meticulous with attention to detail, quick to learn new things and able to multitask.
* Evaluating contracts and billing
* Customer Focused: demonstrates a customer focused mentality, resilience and driven by a high customer satisfaction.
* Initiative: Excellent time management skills by prioritising own work loads, taking ownership of tasks, and following through.
* Target Driven: Works well under pressure. Understands the concept of goal compliance and KPI targets.
* Must demonstrate a positive and adaptable attitude.
* Enjoy problem solving and able to see through complicated situations with a result that balances both customer and business needs.
* Computer ‘savvy’ with a working knowledge of Microsoft Word, Excel, and Outlook.
*MAIN DUTIES AND RESPONSIBILITES*
* Inbound and outbound calls with customers to discuss queries and complaints with utility contracts, supply, and billing issues.
* Using the details from the record and gaining new relevant information to take ownership and follow both internal and external processes to promptly resolve queries.
* Liaising with various suppliers to resolve queries.
* Ensuring customer records are detailed and up to date.
* Welcome calls to new and renewed clients to ensure they have received all relevant information taking the opportunity to upsell and identify other potential business. _(For this part, you can earn un-capped commission)_
* Proactively book in additional meters.
* Pre-book renewal calls.
* Collating data files for requests and complaints.
* General administration and ad hoc duties as and when required.
* To uphold the Black Sheep Utilities values in all aspects of your work and day to day interactions.
*ABOUT THE FLOCK*
Black Sheep Utilities are a business to business ‘B2B’ energy procurement service. Every one of our customers receives support from our outstanding Customer Service Advisors who will handle any queries regarding their portfolio of products through the customer lifecycle right up until their renewal.
We are expanding and are looking for another member of the flock to support this important part of the customer journey.
The successful candidate will be responsible for handling all post submission customer queries and processes up to the point of renewal. Ownership will be taken of queries that will vary in nature from inception all the way through to resolution. Meticulous with detail, tenacious and proactive they will ensure that all records are accurate, and ensure the customer is fully informed and supported to an outstanding level throughout their journey.
The ideal candidate will be well suited to working in an adaptable and ever-changing environment and will enjoy working to deadlines on a day-to-day basis. The daily role for the advisor will be varied due to various energy supplier processes and varying urgency of customer requirements, therefore you must be able to multi-task, prioritise, and ensure high levels of quality are maintained.
You must also be able to commit to the flock family... we are pretty full on We like to be social, participate in games, incentives, and other events.
With healthy growth ambitions for the future, it really is a great time to join us on our journey. In return you will receive generous basic pay, opportunities to earn commission and career progression opportunities.
Ok, that’s enough bleating on, (oh, ‘ewe’ MUST like sheep puns) If you are ready to become 'outstanding in your field' then apply to join the flock now
Job Types: Full-time, Permanent
Pay: £23,000.00 per year
Additional pay:
* Commission pay
Benefits:
* Additional leave
* Company events
* Company pension
* Discounted or free food
* Free flu jabs
* Health & wellbeing programme
* Life insurance
* Private medical insurance
* Referral programme
* Store discount
Schedule:
* Monday to Friday
Ability to commute/relocate:
* Brighton: reliably commute or plan to relocate before starting work (required)
Application question(s):
* What is your soonest available start date?
Experience:
* Office Based Customer Service: 2 years (required)
Work Location: In person
Reference ID: CUS SER AUG 2024