Retail Operations Manager
2 months ago
Job Title: Retail Operations Manager
Location: Utilita Energy
Salary: £35,094
Hours: Monday – Saturday, Shift rotation basis
We are seeking a positive and solution-focused individual to join our team as a Retail Operations Manager at our West Brom Energy Hub. As a key member of our team, you will be responsible for interacting with customers through face-to-face, telephony, and live chat.
As a Retail Operations Manager, you will be the first point of contact for customers, providing exceptional customer service and resolving queries in a timely and professional manner. You will also be responsible for managing the day-to-day operations of the Energy Hub, including managing stock levels, maintaining a clean and safe working environment, and ensuring that all customer interactions are handled in accordance with our company policies and procedures.
Key Responsibilities:
- Customer Service: Provide exceptional customer service to customers, responding to queries and resolving issues in a timely and professional manner.
- Operations Management: Manage the day-to-day operations of the Energy Hub, including managing stock levels, maintaining a clean and safe working environment, and ensuring that all customer interactions are handled in accordance with our company policies and procedures.
- Team Leadership: Lead and motivate a team of customer service representatives, providing guidance and support to ensure that they are equipped to provide exceptional customer service.
- Process Improvement: Identify areas for process improvement and implement changes to improve efficiency and effectiveness.
Requirements:
- Customer Service Experience: Previous experience in a customer-facing role, providing exceptional customer service and resolving queries in a timely and professional manner.
- Operations Management: Experience in managing day-to-day operations, including managing stock levels, maintaining a clean and safe working environment, and ensuring that all customer interactions are handled in accordance with company policies and procedures.
- Team Leadership: Experience in leading and motivating a team of customer service representatives, providing guidance and support to ensure that they are equipped to provide exceptional customer service.
- Communication Skills: Excellent communication skills, both written and verbal, with the ability to communicate effectively with customers, colleagues, and management.
What We Offer:
- Bonus Scheme: A structured bonus scheme that rewards employees for their hard work and dedication.
- Career Progression: Opportunities for career progression and professional development, including training and development programs.
- Time Off: 25 days annual leave plus bank holidays.
- Wellbeing: Access to a wellbeing program, including mental health support and employee assistance programs.
- Healthcare Scheme: A comprehensive healthcare scheme, including dental, eye care, and health consultations.
- Employee Assistance Program: Access to a dedicated GP line, counseling support, and legal and financial advice.
- Exclusive Packages: Access to discounted offers for home Sky TV and broadband packages.
- Giving Back: A paid volunteering day every year, plus the opportunity to be involved in various fundraising activities.
- Death in Service: A death in service benefit, paying twice the annual salary to the designated next of kin.
- Pension: A pension scheme, with the company contributing 4% of the employee's salary when they contribute 5%.
About Us:
We are the energy company of choice for over 800,000 homes across the UK, who enjoy more visibility and control of their energy usage thanks to our award-winning app and smart meters. Our customers use around 11% less energy than the average bill-paying household. We are committed to our operations being net zero by 2030 and are dedicated to educating customers on the cleanest and greenest ways to use energy.
Our core values are powerful, yet simple: Fairness, Smart, and Sustainability. We are a certified Great Place to Work company and are proud to be part of the Luxion Group, which comprises of the following 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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