Customer Service Team Lead
4 weeks ago
Budget Energy is seeking a highly skilled and experienced Customer Service Team Lead to join our team in Derry. As a key member of our customer services department, you will be responsible for managing and leading a team of agents to deliver an excellent standard of quality and customer experience.
Key Responsibilities:
- Train and develop the Customer Services Team to ensure they have the necessary skills and knowledge to provide exceptional customer service.
- Monitor and manage team performance using various tools and methods, including interpreting reports and monitoring customer interactions.
- Provide effective and consistent communication in the team, encourage feedback, and customer insight to enhance the customer experience.
- Ensure sales and service targets are met, KPIs are continually reviewed, and expectations are met with optimum levels of quality and service delivery.
- Ensure direct reports adhere to industry-specific licence conditions and other relevant regulatory requirements.
- Manage customer complaints in a timely manner and in line with codes of practice.
- Provide timely and appropriate feedback to agents on the quality of their work.
- Complete regular 121s with team members to discuss performance and provide guidance.
- Maintain the quality of customer interaction to the required standard.
- Ensure customer-facing staff adhere to all codes of practice and remain compliant with regulatory requirements.
Candidate Profile:
We are looking for a highly motivated and experienced individual with a strong background in customer service management. The ideal candidate will have at least 2 years of experience in a customer service team lead or management role, preferably in the energy sector or a regulated environment. They will be highly numerate, possess strong problem-solving abilities, and have experience working with technical databases. Proficiency in Microsoft Excel and CRM systems is essential, as well as vendor management and handling high-volume processing teams. The candidate should also demonstrate excellent communication, teamwork, and negotiation skills, with a strong focus on customer service.
About Budget Energy:
Budget Energy is a well-established business within the DCC group, continuing to grow and become a top provider in the energy sector. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Benefits:
- Competitive Salary
- Healthcare Allowance
- Pension scheme
- Staff discounts
- Health and Wellbeing Supports
- Learning and Development Opportunities
- Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.
Budget Energy is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.
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