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Customer Service Team Lead

2 months ago

Brighton, Brighton and Hove, United Kingdom Octopus Energy Group Full time
About the Role

We are seeking a highly motivated and experienced Customer Service Team Lead to join our team at Octopus Energy Group. As a key member of our customer support team, you will be responsible for leading a team of Customer Service Support Specialists and delivering exceptional customer service to our solar customers.

Key Responsibilities
  • Lead a team of Customer Service Support Specialists, providing guidance and coaching to ensure they have the skills and knowledge to deliver outstanding customer service.
  • Develop and implement effective strategies to improve customer satisfaction and loyalty.
  • Work closely with our regional field team to ensure seamless communication and collaboration.
  • Identify and resolve customer complaints and issues in a timely and professional manner.
  • Collaborate with other departments to ensure customer needs are met and exceeded.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Develop and maintain relationships with customers to ensure their needs are met and they feel valued.
Requirements
  • Proven experience in a customer service leadership role, with a strong track record of delivering exceptional customer service.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Strong leadership and coaching skills, with the ability to motivate and develop a team.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.
  • Strong analytical and problem-solving skills, with the ability to identify and resolve customer complaints and issues.
  • Knowledge of customer service principles and practices, with a strong understanding of customer needs and expectations.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.