Customer Service Team Lead
1 day 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 leading a team of agents and ensuring they deliver an exceptional customer experience across various channels.
Key Responsibilities:- Train and develop the Customer Services Team to ensure they have the necessary skills and knowledge to provide excellent customer service.
- Monitor and manage team performance using various tools and methods, including reports, customer interaction, and quality of output.
- Provide effective and consistent communication within the team, encourage feedback, and customer insight to enhance the customer experience.
- Ensure sales and service targets are met, KPIs are reviewed, and expectations are met with optimum levels of quality and service delivery.
- Ensure direct reports adhere to industry-specific license conditions and other relevant regulatory requirements.
- Manage new customer acquisitions, customer retention, and exit fees.
- 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.
- 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.
We are looking for a highly numerate and experienced individual with a strong background in customer service management. You should 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. You should possess strong problem-solving abilities, experience working with technical databases, and proficiency in Microsoft Excel and CRM systems. Excellent communication, teamwork, and negotiation skills are essential, with a strong focus on customer service.
About Budget Energy:Budget Energy is part of the DCC Group and has a long history of supplying Liquefied Petroleum Gas throughout Ireland. We have evolved and grown as an Energy business, and with the acquisition of Budget Energy, we are now a leading supplier of Natural Gas and Electricity, as well as Renewables. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
We are driving our growth strategy to achieve our vision of being Ireland's leading provider of total energy transition solutions, meeting our customers' changing needs, and delivering to the highest possible standard.
Why Work with Us?Budget Energy is a well-established business within the DCC group and is continuing to grow, becoming 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.
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