Customer Service Team Leader

6 months ago

Peterborough, United Kingdom Insite Energy Full time

**Role Summary**

Insite Energy is a dynamic, fast-growing utility services company that provides services to distributed energy schemes in the UK, particularly district heating schemes. The services provided include metering & billing and site management. The core of our business is providing high-quality customer care.

The Customer Service Team is responsible for handling all communications with customers, handling all customer queries and/or initiating communications to customers on our clients’ behalf, where credit control is required.

This role will lead a team of 11 Customer Service Advisors (CSA’s). The role is a key managerial role that will often act as the senior escalation point at the Peterborough office, reporting directly to the Head of Customer Services.

The Customer Service Team Leader is responsible for providing a world-class customer service experience to our customers.

**Key Responsibilities**
- Supervising, training, managing and motivating the CSA team on a daily basis.
- Responsible for managing all performance, conduct or absence management concerns within the CSA Team, following the correct company policies procedures and maintaining confidentiality.
- Provide ongoing system and process training and coaching to ensure that all CSA’s are kept up to date with new processes and/or system improvements.
- Managing the team rota, ensuring that the Customer Service function is adequately resourced during working hours.
- Completing manager call-backs within the required timeframe.
- Escalating system issues and supporting in development of new functions.
- Management of Customer complaints and ensuring complaints are answered within timeframes
- Acting as an escalation point for complaints and enquiries from Customers/Clients..
- Making suggestions for continuous process improvement.
- Ensure compliance with Data Protection Procedures at all times.Make customer appointments and engineer bookings for snags, retrofits, reactive and proactive maintenance.
- Effective planning of engineer resource across the following areas, commissioning works, snags, retrofits, reactive and proactive maintenance.
- Complete proactive checks for priority schemes as directed.
- Complete administrative and clerical tasks for the support team on a day-to-day basis, with accuracy and in a timely fashion.
- Data input across various platforms.
- Maintain contact lists.
- Supporting engineers and customer service with technical support.

**Skills, Knowledge and Experience**:

- Knowledge and experience of the utilities marketplace is a distinct advantage.
- Previous complaint management experience desirable.
- Proven experience in delivering consistent high results, including meeting SLAs.
- Outstanding verbal and written communication skills
- Great organisational skills with an ability to multi-task and manage a varied and diverse workload.
- An ability to stay calm in high-pressure situations.
- Fantastic customer service skills, with an ability to resolve customer complaints effectively.
- An ability to solve any system or process errors and manage small projects.
- People management and leadership qualities and capabilities.
- Excellent time management skills
- Resilient and an ability to bounce back quickly.
- Proactive, positive can-do attitude, good humour and team player.
- Good IT and system skills
- Excellent organisational skills

Prior team leader experience, including:

- Experience supporting and coordinating colleagues’ daily activities.
- Developing a first-class culture delivering high levels of staff retention and engagement.
- Planning workloads and delegating tasks.
- Creating a productive work environment for the team.
- Conducting team member’s one-to-one, assessing performance and providing timely and constructive performance feedback.
- Delivering training to new team members.
- Mentoring and coaching CSA’s to bring out the best performance in team members.
- Experience of following people policies and procedures.

**Work Location, Hours & Travel**
- Based in Peterborough (Stuart House, St John’s Street, Peterborough)
- This is a full-time position - 37.5 hours per week - Monday to Friday 09:00 - 17:30, with a 30-minute lunch break & two 15-minute breaks during each working day.

**Benefits**
- Circa £31,000 (gross) per annum depending on skills & experience.
- 25 days holiday per year + English bank/public holidays.
- Ability to purchase extra holiday (up to ten days per calendar year)
- Pension matched at 4%.
- Access to our Employee Assistance Programme.
- Vibrant company to work for, great culture.
- Relaxed dress code.
- Great office environment, fresh, modern with onsite café
- Newly refurbished free access to gym and exercise classes at Stuart House.
- DO RIGHT WITH INSITE - Our CSR Program provides our employees with up to 2 days paid time off per year for engage with company volunteering initiatives.
- Regular Social Events including Summer Party in London and C

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