Customer Service Team Lead

2 months ago

Londonderry, United Kingdom Budget Energy Full time

Budget Energy are seeking to recruit a Customer Services Team Lead on full time, fixed-term basis (12 month contract). Operating from our offices in Derry the successful candidate will manage and lead a team of agents in the customer services department. The team lead will ensure the team delivers an excellent standard of quality. They will be committed to deliver a high quality and compliant customer experience across their channel of expertise (Voice, Chat, Email, Correspondence and Admin). The team lead will deal with escalated customer queries and effectively manage the customer services team.

 

Key responsibilities:

  • Train and develop the Customer Services Team
  • Monitor and manage team performance using a variety of tools/methods; interpreting reports, monitoring customer interaction, checking the quality of any output (interaction & process driven)
  • Provide effective and consistent communication in the team, encourage feedback and customer insight in order to enhance the customer experience
  • Ensures sales and service targets are met, KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery
  • Ensures direct reports adhere to industry specific licence conditions and other relevant regulatory requirements. 
  • New keypad customer acquisitions are successfully switched over
  • Customers successfully retained and/or exit fees successfully collected in the event of customers leaving in contract
  • Customer complaints are managed in a timely manner and in line with codes of practice
  • Agents receive timely and appropriate feedback on the quality of their work
  • 121s are completed on a regular basis
  • Quality of customer interaction is maintained to the required standard
  • Customer facing staff adhere to all codes of practice and remain compliant in line with regulatory requirements

 

Candidate Profile:

The ideal candidate is educated to A Level standard or higher, with 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 are 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/Flogas:

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. 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

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands 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, part of Flogas, is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. 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.

 

  • Sales and Customer Service Team Lead

    1 week ago

    Londonderry, United Kingdom Frasers Group Full time

    Welcome to Frasers Group, a world-renowned leader in premium fashion.Our passion for delivering exceptional customer experiences has driven our success, and we're looking for a talented individual to join our team as a Sales and Customer Service Team Lead.About the Role:As a Sales and Customer Service Team Lead, you will be responsible for maximizing sales...

  • Customer Service Team Lead

    4 weeks ago

    Londonderry, United Kingdom Budget Energy Full time

    Job DescriptionBudget Energy is seeking a highly skilled Customer Service Team Lead to join our team in Derry. As a key member of our customer service 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...

  • Customer Service Team Lead

    4 weeks ago

    Londonderry, United Kingdom Budget Energy Full time

    Job Title: Customer Service Team Lead - Energy SectorBudget Energy is seeking a highly skilled Customer Service Team Lead to join our team in Derry. As a key member of our customer service department, you will be responsible for leading a team of agents in delivering exceptional customer experiences across various channels.Key Responsibilities:Train and...

  • Customer Service Team Lead

    4 weeks ago

    Londonderry, United Kingdom Budget Energy Full time

    Job Title: Customer Service Team LeadBudget 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...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom Tesco Full time

    About the RoleWe are seeking a dedicated and passionate individual to join our Tesco team as a Customer Service Representative. As a key member of our store team, you will play a vital role in delivering exceptional customer service and ensuring a seamless shopping experience for our customers.Key Responsibilities Provide outstanding customer service,...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom AXA Group Full time

    At AXA, we're looking for a talented Customer Service Representative to join our team. As a key point of contact for our customers, you'll be responsible for providing exceptional service and support to help them with their queries and concerns.As a Customer Service Representative, you'll be working in a fast-paced environment, handling a variety of customer...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom Donnelly Group NI Full time

    Are you looking for a new challenge after leaving Sixth-Form or University?We are seeking a highly motivated and detail-oriented individual to join our team as a Trainee Customer Service Advisor. As a Trainee Customer Service Advisor, you will have the opportunity to develop your skills and knowledge in customer service, working with a leading Toyota Centre...

  • Customer Service Representative

    3 weeks ago

    Londonderry, United Kingdom Donnelly Group NI Full time

    Are you looking for a new challenge? Do you have a passion for delivering exceptional customer experiences? We are seeking a highly motivated and detail-oriented individual to join our team as a Trainee Customer Consultant.Key ResponsibilitiesProvide excellent customer service and support to our clientsDevelop strong relationships with customers and...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom Tesco Full time

    About the RoleWe are seeking a Customer Service Representative to join our team at Tesco. As a key member of our store team, you will be responsible for delivering exceptional customer service and ensuring that our customers have a positive shopping experience.Key ResponsibilitiesProvide excellent customer service, responding to customer queries and...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom AXA Group Full time

    We are seeking a Customer Service Representative to join our team at AXA Group. As a Customer Service Representative, you will be the main point of contact for our customers, providing exceptional service and support.Key responsibilities include:Answering phone calls from customers, addressing a variety of queries and concerns.Using your judgment to...

  • Customer Service and Sales Team Supervisor

    16 minutes ago

    Londonderry, United Kingdom Musgrave NI Full time

    About the RoleWe are seeking an ambitious and results-driven retail professional to join our team as an Assistant Manager at Centra Dungiven. In this role, you will have the opportunity to develop your leadership skills, work closely with the Store Manager, and contribute to the success of our store. You will be responsible for supporting the Store Manager...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom Next Full time

    Job Summary:We are seeking a highly motivated and customer-focused Sales Team Member to join our team at Next. As a Sales Team Member, you will be responsible for providing exceptional customer service and ensuring that our customers have an outstanding shopping experience.About the Role:Provide fast and friendly service to our customers, helping them to...

  • Retail Team Lead

    2 weeks ago

    Londonderry, United Kingdom DV8 Fashion Full time

    About DV8 FashionWe are a leading fashion name on the high street with a presence across Northern Ireland, Republic of Ireland & Scotland. With over 30 years of experience and nearly 60 stores, we offer top brands, exclusive lines, and new trends.Our team is at the heart of our success, and we're looking for a Retail Supervisor to join our DV8 Foyleside...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom Asda Full time

    About the RoleAs a Service Colleague at Asda, you will be working across various departments to ensure the efficient running of our stores. This includes serving customers at the checkouts, perfecting pizzas, picking for home deliveries, and replenishing products on the shelves. Our customers are our priority, and we take pride in providing excellent...

  • Department Team Lead

    2 days ago

    Londonderry, United Kingdom Primark Full time

    Primark Department Manager RoleAbout the JobWe are seeking an experienced manager to lead our department team in a fast-paced retail environment. As a Department Manager, you will be responsible for overseeing daily operations, managing staff, and driving sales growth.Key ResponsibilitiesCollaborate with the management team to achieve store goalsManage stock...

  • {{title}} Customer Service Representative

    3 weeks ago

    Londonderry, United Kingdom Ulster University Full time

    {{description}}Key Responsibilities:Respond to customer inquiries via phone, email, and chat.Resolve customer complaints in a timely and professional manner.Provide product information and answer technical questions.Requirements:Excellent communication and problem-solving skills.Ability to work in a fast-paced environment. Familiarity with customer service...

  • Customer Service Representative

    2 months ago

    Londonderry, United Kingdom beBee Professionals Full time £22,000 - £28,000

    Customer Service AdvisorWe are seeking a skilled and customer-focused Customer Service Advisor to provide exceptional service and support to our clients in Derry, United Kingdom.Key Responsibilities:Manage incoming customer inquiries via phone, email, and chat, providing accurate and timely responses.Resolve customer issues efficiently, escalating when...

  • Customer Service Representative

    3 weeks ago

    Londonderry, United Kingdom Three Full time

    About the Role:We are seeking a talented Customer Service Representative to join our team at Three. As a Customer Service Representative, you will be the face of our brand, providing exceptional customer service and support to our customers.Key Responsibilities:Provide outstanding customer service and support to our customersWork collaboratively with the...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom beBee Professionals Full time £25,000 - £35,000

    We are seeking a Customer Service Representative to deliver excellent service and support to our customers at beBee Professionals in Derry. The ideal candidate will engage with customers, participate in operational workflow, and collaborate with team members to meet and exceed goals.Key Responsibilities:Provide service and support to customers.Participate in...

  • Customer Service Representative

    4 weeks ago

    Londonderry, United Kingdom beBee Professionals Full time £22,000 - £28,000

    We are seeking a skilled Customer Service Representative to provide exceptional support to our clients. The ideal candidate will have previous experience in a customer-facing role and excellent communication skills.Key Responsibilities:Handle customer inquiries and resolve issues efficiently.Provide accurate information regarding products and services.Work...