Customer Service Team Lead

2 months ago


Chandler's Ford, United Kingdom Utilita Energy Full time
About the Role

We are seeking an experienced Customer Service Team Lead to join our Contact Centre team at Utilita Energy. As a key member of our leadership team, you will be responsible for delivering exceptional customer service to our prepayment customers.

Key Responsibilities
  • Coach and develop staff to achieve their full potential
  • Oversee departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure they are met
  • Manage and resolve escalated customer queries
  • Ensure company policies and procedures are adhered to at all times
  • Collaborate with internal departments to drive business results
What We Offer
  • Bonus Scheme: A structured bonus scheme that rewards personal and business performance
  • Career Progression: Opportunities for training and career advancement
  • Time Off: 25 days annual leave plus bank holidays
  • Wellbeing: Access to the Unmind App for mental wellbeing support
  • Healthcare Scheme: Comprehensive healthcare benefits
  • Employee Assistance Programme: 24/7 support for employees
  • Exclusive Packages: Discounts on home Sky TV and broadband packages
  • Giving Back: A paid volunteering day and opportunities for fundraising
  • Death in Service: A death in service benefit for employees
  • Pension: A contributory pension scheme
About Us

Utilita Energy is the energy company of choice for over 800,000 homes across the UK. We are committed to providing our customers with more visibility and control of their energy usage through our award-winning app and smart meters. Our customers use around 11% less energy than the average bill-paying household.

We are a certified Great Place to Work company and are committed to our operations being net zero by 2030. Our core values are Fairness, Smart, and Sustainability.



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