Customer Service Team Leader

BoilerJuice, the UK's leading ecommerce energy site, is in search of a Customer Services Team Leader ready to fuel our mission of delivering unparalleled customer service. Our platform is the lifeline for 1.5 million UK homes reliant on oil for heating and hot water, providing not just fuel, but the warmth and comfort of a reliable home environment. As we navigate the complexities of ecommerce and energy logistics, we're looking for a leader who can steer our experienced customer-facing team through the challenges of resolving issues, complaints, and concerns with professionalism and efficiency.

**About Us**

While BoilerJuice might be new to some, we stand as a testament to innovation and customer commitment in the domestic heating oil market. Our unique approach combines the Internet-of-Things with smart data analysis, redefining how our market operates. Despite our growth and the technological advancements, we remain grounded. No big hierarchy, no special dress code—just a group of individuals passionate about making a difference in the lives of those we serve.

**Your Role and Impact**

As a Customer Service Team Leader at BoilerJuice, your influence will extend beyond operational excellence, shaping the very atmosphere and ethos of our team:

- Lead with Excellence and Positivity: Guide our customer service team with a spirit that uplifts and motivates, ensuring peak performance across sales, service, and Contact Centre KPIs through your positive attitude and proactive leadership.
- Empower with Communication and Coaching: Harness your exceptional communication and coaching skills to develop team members, fostering an environment of growth, excellence, and positivity. Your ability to articulate vision and feedback clearly will be key to nurturing talent and driving performance.
- Cultivate a Calm and Balanced Culture: Promote a team culture that values a calm, balanced approach to challenges, ensuring resilience and stability even in the face of fast-paced demands and complex customer issues.
- Champion Quality with a Positive Outlook: Lead the charge in maintaining our quality standards with a positive and constructive outlook, embedding excellence in every customer interaction and team process.
- Innovate and Improve with Assurance: Approach innovation and problem-solving with a calm and balanced mindset, inspiring your team to embrace challenges and explore new solutions with optimism and creativity.

Your background and skills are a testament to your ability to lead and inspire:

- Proven Leadership: Your exceptional leadership skills are evident in your ability to guide teams to achieve and exceed their goals. While experience of leading in a Contact Centre is advantageous, it's your leadership prowess we value most.
- Service-Driven Excellence: With a solid foundation in customer service or a related field, you lead by example, inspiring your team to deliver service excellence.
- Developmental Expertise: Your skill in coaching, performance management, and talent development ensures our team's continuous growth and success.
- Resilience and Adaptability: You thrive in our fast-paced environment, maintaining focus and effectiveness under pressure, and adapting to meet the ever-evolving challenges we face.
- Strategic and Collaborative: Your decision-making and problem-solving abilities are matched by your capacity to collaborate across departments, driving collective success through shared goals and innovations.

As a pivotal leader within our team, you will inspire a culture of excellence, resilience, and positive engagement. Your role extends beyond operational leadership; it's about nurturing an environment where every team member feels valued, heard, and empowered to reach their full potential.

**Your Time and Our Commitment**

At BoilerJuice, we value the balance between hard work and personal time. Our full time roles are designed to fit into a schedule that respects both our operational needs and your personal commitments.
- Work Hours: The position is full-time, with a 37.5-hour workweek. Our core hours are 7.5 hours per day, between 8:00 AM and 5:30 PM, ensuring you have ample time in the evenings to recharge and enjoy your personal life.
- Weekend Flexibility: We understand the importance of weekends for rest and personal time. Weekend work is a rarity, limited to occasional Saturday mornings only when absolutely necessary. This ensures that you can plan your weekends with confidence, knowing that your personal time is respected.
- Bank Holiday Operations: While we do operate on some bank holidays, we approach these days with flexibility. Decisions on bank holiday working are made collectively, reviewing demand and making team decisions that consider both business needs and team preferences.

**Our Commitment to Diversity and Inclusion**

At BoilerJuice, we adopt a zero-tolerance approach to discrimination on any of the protected grounds outlined in the Equality Act 2010. We are stead