Service Excellence Team Leader

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 stands as the UK's pioneering energy provider, dedicated to assisting customers in minimizing their energy consumption through enhanced control via digital solutions. We are at the forefront of smart technology, enabling households to utilize and conserve energy more effectively, benefiting both our customers and the environment.

Role Overview:

As a Customer Care Team Leader, you will guide your team in delivering outstanding service to our prepayment clientele.

Key Responsibilities:

  • Mentor and nurture team members to reach their full potential;
  • Monitor departmental KPIs and SLAs to ensure compliance;
  • Address and resolve escalated customer inquiries from your team;
  • Ensure adherence to company policies and procedures at all times;
  • Collaborate closely with other internal departments.

Candidate Profile:

We seek a people-oriented manager who understands the dynamics of motivating and empowering a successful team. You will leverage your leadership abilities to train and develop staff, guiding them to excel in their roles.

Your focus will be on business objectives, always prioritizing customer satisfaction while possessing experience in enhancing operational efficiencies. You will demonstrate strong listening skills, empathy, and an understanding of diverse customer needs.

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

At Utilita, we celebrate diversity and strive to foster an inclusive culture, allowing everyone to be their authentic selves.

What We Offer:

Key Benefits (Available from Day One)

  • Bonus Structure – We provide 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 supporting our employees in their career growth. We offer training and clear pathways for advancement, recognized in the UK's top 40 'Best Workplace for Development' awards.
  • Event Tickets – Participate in exciting competitions for tickets to shows and sporting events across the UK.
  • Leave Benefits – We provide 25 days of annual leave plus bank holidays to ensure our staff can recharge.
  • Wellbeing Support – Access to our partnered Unmind App for mental health resources, including videos and podcasts.
  • Healthcare Package – Includes dental, eye care, and health consultations for quicker diagnoses.
  • Employee Assistance Program – Access to a dedicated GP line, counseling support, and legal advice available 24/7.
  • Exclusive Discounts – Discounted offers for home services, including Sky TV and broadband.
  • Community Engagement – Paid volunteering day each year and opportunities for fundraising involvement.
  • Death in Service Benefit – Double your annual salary paid to your designated next of kin in the event of your passing during employment.
  • Pension Scheme – We contribute 4% of your salary when you contribute 5%.

About Utilita:

We are the preferred energy provider for over 800,000 households in the UK, offering enhanced visibility and control over energy usage through our award-winning app and smart meters. Our customers consume approximately 11% less energy than the average bill-paying household.

Since the installation of Britain's first smart meter in 2008, we have utilized cutting-edge technology to provide customers with unprecedented control over their energy consumption.

Utilita is recognized for its innovative approach to energy provision, having received the Utility Week Cost of Living Award 2023. We are also proud to be a certified Great Place to Work.

Our commitment to achieving net-zero operations by 2030 is unwavering. As the first energy supplier with a live carbon dashboard, we believe that visibility leads to savings. Our dedication to educating customers on sustainable energy practices is unparalleled, making sustainability a fundamental value.

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

The Luxion Group encompasses various companies, including 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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