Customer Service Renewals, Team Leader

5 months ago

London, United Kingdom Bionic Services Ltd Full time

**This is a 12 month fixed term contract opportunity.**

At Bionic, we want to make it radically easier for business owners to sort their business essentials. By using a world-class human service, smart technology & data and our tech-enabled experts help match business owners with the best deals for their energy, connectivity, insurance & finance. By creating a one-stop-shop for all business essentials, our purpose is to ‘earn the lifetime loyalty of British businesses’.

Bionic is a brand that goes above and beyond the basics of switching to a better deal on business essentials. We tackle the issues that affect millions of business owners across the UK - from the big picture problems like rising energy prices and soaring inflation to the day-to-day issues like managing stock and dealing with flexible working requests. We offer actionable advice that can help business owners at every stage of their life-cycle - from starting out to selling up.

To support our continued growth and exciting plans, we’re looking for a **Customer Service Renewals, Team Leader** to join our Customer Service Team in London, supporting our customers through their interactions with Bionic.

**About the role**

At Bionic we pride ourselves on making life radically easier for British businesses, in this role you will be centre of delivering on this commitment, removing the time, hassle, and fuss for our customers in renewing their energy contract.

As a Digital Renewals Team Leader, you will be responsible for supervising, managing, and motivating a team of 7 Digital Renewals Specialists, to successfully sell and service our industry leading Digital Renewals proposition. As a Team Leader, you will be expected to work with leadership to set challenging KPIs and drive excellent operational performance to achieve and go beyond, achieving fantastic results for our Customers and Bionic.

Our digital renewals team leader will be customer obsessed; they thrive on making our customers' lives radically easier. They will enjoy leading a fast paced, high-pressure environment, managing a team towards ambitions targets, which drive business performance. They enjoy becoming a specialist in one area, understanding the digital renewals proposition inside out.

Day to Day in the role:

- Monitoring, tracking, and driving team performance, ensuring exceptional levels of customer service are delivered.
- Developing and running regular training sessions to develop agents and deliver for our customers.
- Coaching team members/leaders, identifying development gaps where applicable.
- Managing the team to meet and exceed daily, weekly, and monthly KPI’s.
- Objectively assessing performance and providing constructive feedback to develop team members.
- Using product/ industry knowledge to drive a consultative sales approach to drive customer retention.

**Experience requirements**

You’ll be an enthusiastic, customer-focused person, able to demonstrate:

- Prior experience as a team leader or manager customer service or sales role.
- Previous experience coaching, managing, and developing a team.
- Exceptional communication skills (verbal, written and listening).
- Consultative and value-driven sales approach.
- Experience pitching/negotiating/objection handling.
- Punctual, focused & dedicated.
- A brilliant team player.
- Experience of being a captain of MPA’s and landing commitments.

The interview process:

- Initial conversation with our Talent Acquisition Team
- 1st stage interview with the Hiring Manager
- Presentation based interview with some of the wider team

**About Bionic Group**

Bionic has over 800 people working across three office locations and four businesses; Bionic - London, Bionic Outbound - Luton, Think Business Loans - Chelmsford, and Smart - Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

**Benefits**

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing
- Private healthcare cover
- Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
- Eyecare scheme

Taking time away from work ️
- 25 days annual leave plus the 8 UK bank holidays, increasing with tenure
- 1 paid family/religious day of leave per year - following successful probation period
- 1 paid charity volunteering day per year
- Option to buy/sell up to an additional 3 days leave p

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