Client Care Team Coordinator

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 reducing their energy consumption through enhanced control facilitated by digital innovations. We are at the forefront of smart technology, empowering households to minimize energy waste, 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 targets are achieved;
  • Address and resolve escalated issues from team members;
  • Ensure compliance with company policies and procedures;
  • Collaborate closely with various 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 uplift staff, enabling them to excel in their roles.

Your focus will be on business objectives, always prioritizing customer satisfaction, with a background in driving efficiencies and operational enhancements. You will possess strong listening skills, demonstrating empathy and understanding of diverse customer needs.

Adaptability and approachability are essential traits, as is a willingness to engage hands-on when necessary.

At Utilita, we celebrate diversity and are committed to fostering an inclusive culture, allowing everyone to be their authentic selves.

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 helping our employees grow their careers, offering training and clear pathways for advancement, recognized as one of the UK's top 40 'Best Workplace for Development' for 2024.
  • Exciting Competitions: Opportunities to win tickets to various events and shows across the UK.
  • Annual Leave: Enjoy 25 days of annual leave plus bank holidays to recharge.
  • Wellbeing Initiatives: Access to the Unmind App for mental health resources, including videos and podcasts.
  • Healthcare Benefits: Comprehensive health care scheme covering dental, eye care, and diagnostic consultations.
  • Employee Assistance Program: 24/7 access to support services, including a dedicated GP line and counseling.
  • Exclusive Discounts: Access to discounted offers for home services.
  • Community Engagement: Paid volunteering day each year to support community initiatives.
  • Death in Service Benefit: Financial support for your designated next of kin in the event of your passing during employment.
  • Pension Scheme: Company contributions to your pension plan.

About Utilita:

We proudly serve over 800,000 households across the UK, providing them with enhanced visibility and control over their energy usage through our award-winning app and smart meters. Our customers typically consume around 11% less energy than average bill-paying households.

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

Utilita is recognized for its innovative approach to energy management, having received the Utility Week Cost of Living Award 2023, and is a certified Great Place to Work.

We are dedicated to achieving net-zero operations by 2030, leading the industry with our live carbon dashboard. Our commitment to educating customers on sustainable energy practices is integral to our mission, making sustainability a core value.

Our fundamental 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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