Customer Service Team Leader

1 week ago


Stroud, United Kingdom JUICE RECRUITMENT Full time

Juice is delighted to be supporting a leading organisation within the green energy industry in their search for a Customer Service Team Leader to support their busy, B2B service team.

Working alongside two additional team leaders, you will be tasked with managing a team of up to 10 advisors, to deliver exceptional customer service, whilst driving performance across departmental, regulatory and contractual agreements within the department.

DAY TO DAY:

- Managing the ongoing development of the team including managing staff performance against agreed objectives & skills levels.
- Ensure that under performance is managed through utilisation of the performance support scheme best practice, in line with our People team’s process and policy.
- Ensure regular 121’s are completed for all staff and ensure delivery of regular coaching sessions.
- Effectively recruit new team members and facilitate their training.
- Ensure the team delivers exceptional customer experience to all customers.
- To reduce the number of complaints that we receive and to identify areas that need to be improved and facilitate training to support.
- To deal with complaints in the company SLA periods and to uphold both the internal and external reporting processes.
- Oversee a range of operational processes to ensure bill timeliness and customer retention.
- Create and maintain strong relationships with the wider business, recognising and delivering improvements for our customers and/ or staff.
- Work closely with other departments across the business, ensuring services run smoothly.

WE WOULD LOVE TO SEE:

- Experience of team leadership with a proven track record.
- Ability to multi-task and run multiple workstreams, using own initiative.
- Ability to assess, analyse and make commercially aware decisions.
- Numerate with excellent attention to detail and problem-solving ability.
- High level of computer literacy, ideally with experience of Excel, SAP and Salesforce.
- Excellent planning and organisational skills.
- Ability to work dynamically and accurately under pressure.
- Proven track record in meeting agreed KPIs and adhere to Project timelines.
- Ability to engage with external regulators and 3rd party organisations.
- Energy industry literate would be advantageous.

Working hours: Monday-Thursday 8.30-17.00, Friday 8.30-16.00 with hybrid working available.

If you would like more information on this fantastic opportunity, please contact Ellie
at Juice today for immediate consideration

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Cycle to work scheme
- Free parking
- Gym membership
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Work Location: One location



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