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Customer Care Team Lead

2 months ago

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

We are seeking an experienced Customer Care 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 growth and improvement
Requirements
  • Proven leadership experience in a customer-facing role
  • Strong coaching and development skills
  • Ability to analyze data and drive business improvement
  • Excellent communication and interpersonal skills
  • Experience in creating efficiencies and business improvements
What We Offer
  • Bonus scheme with personal and business elements
  • Career progression opportunities
  • Competitive salary and benefits package
  • 25 days annual leave plus bank holidays
  • Access to wellbeing and health care schemes
  • Employee Assistance Programme
  • Exclusive packages and discounts
  • Paid volunteering day
  • Death in service benefit
  • 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 Places to Work company and are committed to our operations being net zero by 2030. Our core values are Fairness, Smart, and Sustainability.