Assistant Customer Services Manager

OnlineDIRECT; Northampton; On-site; GBP 28,000 - 35,000; Full time

Job summary

An established industry player is seeking a versatile Assistant Manager to lead a dynamic team in Northampton. This exciting role involves managing a team of Commissions Specialists, ensuring top-notch customer service, and fostering a collaborative work environment. With a focus on continuous improvement, you'll play a crucial part in delivering outstanding service to brokers in the energy sector. The company values inclusivity and offers a supportive culture, making it an ideal place for those passionate about team development and customer satisfaction. Join this forward-thinking firm and help shape the future of energy sales solutions!

Benefits

Supportive Team Environment

Hybrid Working

Competitive Salary + Bonus

Career Development Opportunities

Generous Holidays

Wellbeing Perks

Work-Life Balance

Employee Awards

Qualifications

• Experience in the energy industry is highly desirable.
• Proven experience as a Team Leader/People Manager.
• Strong writing and record-keeping abilities.

Responsibilities

• Manage the Commissions Team, ensuring KPIs are met.
• Provide coaching and support for team members.
• Oversee exceptional customer service delivery.

Skills

Team Leadership

Customer Service

Conflict Resolution

Communication Skills

Coaching and Training

Relationship Building

Positive Mindset

Tools

Sage 50

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Online Direct Northampton, United Kingdom Finance Hybrid

Company Description

Salary: £28,000-£35,000 DOE + Bonus Hours: Full Time 37hrs per week Location: Remote Working with 1-2 days a week in our Northampton Office. Contract: Permanent

We have a great opportunity for a versatile, multi-skilled and people focused leader to join the OnlineDIRECT team and help write the next chapters of our success story.

We pride ourselves on our inclusive culture, emphasising shared values, team spirit and a commitment to excellence. These cultural attributes play a significant role in shaping our company and our reputation as the UK’s leading energy sales solution provider.

OnlineDIRECT provides intermediary, business and technology services for B2B brokers to access the energy market. Over the last 25 years, we have evolved our offerings to support energy brokers establish and sustain long-term, successful businesses in the industry.

As our Assistant Manager, you will have a natural, strong commitment and dedication to delivering outstanding customer service and excel in managing, nurturing and developing our team of 5 Commissions Specialists. Reporting to the Finance Manager, you’ll be responsible for providing a professional and efficient service, managing day-to-day activities, and focusing on continuous learning and development throughout the department. Your experience to date should include the ability to build strong working relationships, and hands-on experience in a hybrid work environment.

Position

1. Perform line manager duties for the Commissions Team, ensuring they meet their KPIs
2. Provide practical support and coaching, assisting with escalations from suppliers and brokers
3. Oversee the delivery of exceptional customer service, ensuring a smooth commissions process for OnlineDIRECT brokers.
4. Provide regular and timely feedback on performance, highlighting areas for improvement and following up on actions agreed
5. Monitor team workflow to ensure SLA’s are met and promptly address performance issues, highlighting to the department manager where appropriate
6. Manage your own specific suppliers, commission reports, invoices and broker queries.
7. Own communications on behalf of the department to ensure brokers are aware of any supplier delays or issues
8. Build and maintain excellent internal and external relationships to ensure a collaborative service and effective resolutions of all queries.

Requirements

1. Experience in the energy industry is highly desirable
2. Proven experience as a Team Leader/People Manager
3. Demonstratable experience in staff coaching and training with measurable results
4. Positive mindset and results-driven attitude
5. Strong writing and record-keeping abilities
6. Excellent written and verbal communication skills
7. Strong relationship-building skills with experience in managing and resolving conflict
8. Experience handling complaints and escalations effectively
9. Proficient in Sage 50, Word, Excel and Outlook
10. Committed to delivering excellent customer service

Other Information

OnlineDIRECT offer a range of benefits, contributing to a well-rounded compensation package that includes financial incentives, career development opportunities and various perks designed to enhance employees' quality of life and wellbeing. Here's a breakdown:

• Supportive Team Environment: Collaborate with a friendly and driven team
• Hybrid Working: Enjoy flexibility with remote working and office days
• Competitive Salary + Bonus: Rewarding pay with performance incentives
• Career Development Opportunities: Access to ongoing learning and clear pathways for progression
• Generous Holidays: 25 + bank holidays, with the option to buy additional days and an increase to entitlement with length of service
• Wellbeing Perks: Company sick pay, enhanced maternity and paternity leave and flexible health cash plans
• Work-Life Balance: Early Friday finishes, volunteering day and team incentive events
• Employee Awards: Reward schemes, cycle to work, death in service (DIS) and an assistance programme (EAP)

*Some benefits are subject to length of service