Customer Support Team Manager

3 weeks ago

Chandler's Ford, United Kingdom Utilita Energy Full time

Position Title: Customer Care Team Leader

Work Arrangement: Remote

Compensation: £29,592 per annum

Working Hours: Monday – Friday, 40 hours per week

Founded in 2003, Utilita is a pioneering energy provider in the UK, dedicated to assisting customers in reducing their energy consumption through advanced digital solutions. We are at the forefront of smart technology, enabling households to manage their energy usage more effectively, benefiting both their finances and the environment.

Role Overview:

As a Customer Care Team Leader, you will lead a team committed to delivering outstanding service to our prepayment clientele.

Key Responsibilities:

  • Mentor and develop team members to achieve their full potential;
  • Monitor departmental KPIs and SLAs to ensure compliance;
  • Address and resolve escalated issues from team members;
  • Ensure adherence to company policies and procedures;
  • Collaborate closely with other internal departments.

Candidate Profile:

We seek a dynamic people manager who understands how to inspire and empower a high-performing team. Your leadership skills will be essential in training and developing staff, enabling them to excel in their roles.

You should possess a strong business acumen, with a customer-centric approach, and have a proven track record in driving efficiencies and enhancing business processes. Your ability to listen and empathize with diverse customer needs will be crucial.

Being approachable and flexible, you should be ready to engage actively when necessary.

At Utilita, we celebrate diversity and strive to create an inclusive environment where every employee can be their authentic self.

Employee Benefits:

Key Benefits (available from day one):

  • Bonus Structure: A structured bonus system based on personal and business performance, aligned with our core values of smart, fairness, and sustainability.
  • Career Development: We are committed to fostering career growth, offering training and clear pathways for advancement, recognized in the UK's top 40 'Best Workplace for Development' awards.
  • Event Tickets: Opportunities to win tickets to various shows and sporting events across the UK.
  • Annual Leave: Enjoy 25 days of annual leave in addition to public holidays.
  • Wellness Support: Access to the Unmind App for mental health resources, including videos and podcasts.
  • Healthcare Benefits: Comprehensive health care scheme covering dental, vision, and diagnostic services.
  • Employee Assistance Program: 24/7 access to support services, including medical consultations and legal advice.
  • Exclusive Discounts: Access to discounted home services and packages.
  • Community Engagement: Paid volunteering day each year to contribute to community initiatives.
  • Life Insurance: Double your annual salary paid to your designated beneficiary in the event of death during employment.
  • Pension Plan: We contribute 4% of your salary when you contribute 5%.

About Utilita:

Utilita serves over 800,000 households in the UK, providing them with enhanced visibility and control over their energy consumption through our award-winning app and smart meters. Our customers typically use approximately 11% less energy than average bill-paying households.

Since the installation of the first smart meter in 2008, we have utilized cutting-edge technology to empower our customers with unprecedented control over their energy usage.

Recognized for our innovative approach to energy, Utilita has received accolades such as the Utility Week Cost of Living Award 2023 and is a certified Great Place to Work.

We are committed to achieving net-zero operations by 2030 and are the first energy supplier to implement a live carbon dashboard, believing that transparency leads to savings. Our dedication to educating customers on sustainable energy practices is a fundamental aspect of our mission.

Our core values are straightforward yet impactful: Fairness, Smart, and Sustainability.

The Luxion Group includes several companies: Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd, and Canary Care Global Ltd.

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