Customer Service Team Lead
6 months ago
**Who we are**:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as a business and is now also a leading supplier of Natural Gas and Electricity in both residential and commercial markets. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series
Flogas head office is based in Drogheda, Louth and over the past number of years, we acquired two more businesses - Budget Energy, based in Derry and Flogas Enterprise, based in Dublin. As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.
**Why work with us?**
Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
**Benefits**:
- Competitive Salary
- Defined contribution pension scheme
- Heath Insurance
- Staff discounts
- Hybrid work options (role dependant)
- Health and Wellbeing Supports
- Learning and Development
- Career Advancement is important to us in Budget Energy. All our roles are advertised internally, and we encourage internal progression right across the business.
**About the role**:
**Main areas of responsibilities**
- The post holder must have a hands-on approach across all operational areas, taking responsibility for day to day projects and activities.
- Train and develop the Customer Services Team
- Monitor and manage team performance using a variety of tools/methods; interpreting reports, monitoring customer interaction, checking the quality of any output (interaction & process driven)
- Provide effective and consistent communication in the team, encourage feedback and customer insight in order to enhance the customer experience
- Ensures sales and service targets are met, KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery
- Ensures direct reports adhere to industry specific licence conditions and other relevant regulatory requirements.
**The post holder will ensure**:
- New keypad customer acquisitions are successfully switched over
- Customers successfully retained and/or exit fees successfully collected in the event of customers leaving in contract
- Customer complaints are managed in a timely manner and in line with codes of practice
- Agents receive timely and appropriate feedback on the quality of their work
- 121s are completed on a regular basis
- Quality of customer interaction is maintained to the required standard
- Customer facing staff adhere to all codes of practice and remain compliant in line with regulatory requirements
**Experience**:
- Ideally 2 years' experience in a customer services team lead / management role in the energy sector or other regulated environment
- Highly numerate with an understanding of technical databases and a problem solving mindset
- Experience with vendor management useful
- Experience with management of a high volume processing team
Role specific (technical) knowledge / skills:
- Excellent IT skills, particularly in Microsoft Excel and experience of CRM systems.
- Strong communication & team player skills
- Strong customer focus and negotiation skills
Budget Energy is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.
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