Customer Service Operations Supervisor

3 weeks ago

Chandler's Ford, United Kingdom Utilita Energy Full time
Job Overview

Position Title: Customer Service Operations Supervisor

Location: Remote

Compensation: £29,592 per annum

Working Hours: Monday – Friday, 40 hours per week

Founded in 2003, Utilita is the pioneering energy provider in the UK, dedicated to assisting customers in reducing their energy consumption through enhanced control facilitated by digital innovations. We lead the way in smart technology, empowering households to optimize their energy usage, benefiting both their finances and the environment.

Are you a seasoned leader in customer service or aspiring to manage a team?

If so, we present an excellent opportunity for you to become a part of our Contact Centre.

Key Responsibilities:

As a Customer Service Operations Supervisor, you and your team will be tasked with providing outstanding service to our prepayment clientele.

Your daily responsibilities will include:

  • Mentoring and nurturing team members to achieve their highest potential;
  • Monitoring departmental KPIs and SLAs to ensure compliance;
  • Addressing and resolving escalated issues from your team;
  • Ensuring adherence to company policies and procedures at all times;
  • Collaborating closely with other internal departments.

Candidate Profile:

As a manager of people, you understand the importance of inspiring and empowering a successful team. You will leverage your leadership capabilities to train and develop your staff, guiding them to become their best selves.

Your focus will be on business objectives, with a customer-centric approach, and you will possess experience in driving efficiencies and business enhancements. You will be an attentive listener, demonstrating empathy and understanding of diverse customer needs.

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

Our workforce, like our clientele, is diverse, and we are committed to promoting inclusivity, fostering a culture of belonging, and creating an environment where you can be your true self.

What We Offer:

Key Benefits (Available from Day One)

  • Bonus Structure – we provide a structured bonus system comprising personal and business components, with the personal aspect linked to our core values: smart, fairness, and sustainability.
  • Career Advancement – we encourage our employees to develop and progress in their careers with us. To support this, we offer training and a clear career progression pathway, which has earned us recognition as one of the UK's top 40 'Best Workplace for Development' for 2024.
  • Event Tickets – we host exciting competitions for tickets to shows at our sponsored venues across the country, as well as access to various sporting events.
  • Leave Entitlement – we recognize the need for time off to recharge, offering 25 days of annual leave plus bank holidays.
  • Wellness Initiatives – your wellbeing is paramount; we provide access to our partnered Unmind App, offering resources to enhance your mental health.
  • Healthcare Benefits – this includes dental, vision care, and expedited access to health consultations and diagnostics.
  • Employee Support Program – providing access to a dedicated GP line, counseling services, and legal and financial advice available 24/7.
  • Exclusive Discounts – we offer a variety of discounted packages for home services.
  • Community Engagement – we grant all employees a paid volunteering day annually to contribute to the community, along with opportunities for fundraising involvement.
  • Life Insurance – we provide a benefit of twice your annual salary to your designated beneficiary in the event of your passing while employed.
  • 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, enabling them to gain better visibility and control over their energy consumption through Utilita's award-winning app and smart meters. Our customers typically use around 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 enhance our customers' energy management capabilities.

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

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

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

The Luxion Group encompasses several 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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