Customer Fulfilment Team Leader

5 months ago

Epsom, United Kingdom ESP Utilities Group Full time

**Role Context**

ESPUG is looking for an enthusiastic and ambitious person, with a willingness to take ownership of issues and seek resolutions.
- **_ Be Excellent;_** _We hold ourselves and others to account; we strive for continuous improvement; we simplify the complex and deliver quality_
- **_ Be Transparent;_**_ We are open and honest; we admit and learn from our mistakes; we are approachable and accessible_
- **_ Be Ambitious;_**_ We are committed to developing our people; we push the boundaries to grow our business; we are willing to learn and adapt_
- **_ Be Respectful; _**_We treat others with respect and professionalism; we are considerate of everyone’s workloads and priorities; we provide a safe, supportive, and inclusive workplace_
- **_ Be Collaborative; _**_We share knowledge, are open to new ideas and welcome input from all; we work together as one team to deliver success; we have fun and enjoy what we do_

We are a business who care about the work we do, and the customers we support, and therefore we seek to find individuals with a similar approach.

**Key Accountabilities**

The Customer Fulfilment Team Leader’s primary role is in ensuring the effective day-to-day management of the Customer Fulfilment team, including KPI tracking, performance management and identifying opportunities for process improvements and efficiency gains. This includes motivating, supporting, and coaching this team to ensure there is high engagement and professional conduct is demonstrated by all individuals.

The Customer Fulfilment Team Leader will be responsible for the supervision and motivation of the Customer Fulfilment team, leading across the administrative functions of ESP’s Customer Journey, to ensure they are processed in a timely manner, and to the highest possible standard to drive towards high-quality customer service across the team.

**Responsibilities**
- ** Lead by Example** in demonstrating a professional manner in all internal and external communications, acting as point of contact for escalations, queries, and complaints for customers, as well as providing visibility of service delivery to internal stakeholders and showing a clear understanding of our strategic goals and current performance.
- ** Drive Productivity & Identify Efficiencies** through the effective management and planning of team resources to ensure full utilisation of skills, efforts and time. Contributing to our culture of continuous improvement by identifying areas for improvement and take ownership of projects that will add value and eliminate waste.
- ** Develop and Train a Resilient Team** through competency analysis, training plans and standard operating procedure documents, ensuring three levels of assurance across all processes.
- ** Conduct Regular Team Meetings** to improve and sustain team engagement, and share daily visibility of team performance, tracking KPIs against the SLAs that are in place and offering guidance on priorities to maintain or improve performance as needed.
- ** Maintain Regular Contact with Direct Reports **via quality 1-2-1s and personal development reviews to ensure the team are supported, have relevant objectives in place, and that every effort is made to enable the achievement of these.
- ** Maintain Strong Team Brand **across all internal and external communications, including behaviour and conduct in the office, striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.
- ** Support the Drive to Achieve Operational Excellence** across ESPUG’s Asset Adoption processes, through the collation and analysis of data to monitor KPI performance, delivery of SLAs and customer behaviours. Creating reports/presentations and sharing them with the department senior management, and wider business, as appropriate.
- ** Be Accountable for your Personal Development** by collaborating with your manager to ensure relevant objectives are in place, and that every effort is made to ensure these are achieved, in addition to attending all relevant training required to fulfil responsibilities

**Person Specification**

**Key E = Essential D = Desirable**

We want someone who can demonstrate:
**E **Supervisory experience

**E **A natural ability to lead and motivate a team

**E **Capability of developing staff through training and performance planning

**E **Confident and professional communications skills

**E **A strong focus on delivering first-rate customer service

**E **A positive and innovative approach to problem solving

**E **An ability to produce Management Information and Reports

**E **An ‘eye’ for improvements and realising opportunities for efficiency gains

**E **Solid working knowledge of Microsoft products

**E **Clarity, accuracy, and attention to detail

**E **Strong organisational skills

**D **A background within either the utilities or distribution industries

**D **Previous experience in asset adoption activities and managing the customer

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