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Customer Services Team Lead
2 weeks ago
**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
**Education**:Ideally educated to A Level standard or above
**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
**Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.
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