Contact Centre Team Leader

SevernTrentLife; Birmingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A major water utility company in Birmingham is looking for a Team Leader to lead a team of 12 water specialists. This role focuses on ensuring top-notch customer service for 100-150k customers. The ideal candidate will have experience in team leadership, be able to motivate their team, and possess strong problem-solving skills. This position offers 25 days of holiday, an annual bonus, and opportunities for professional development.

Benefits

25 days holiday + bank holidays

Annual bonus scheme

Family-friendly policies

Leading pension scheme

Dedicated training and development

Electric vehicle scheme

Qualifications

• Experience leading teams in a customer service environment.
• Strong communication and interpersonal skills.
• Ability to motivate and engage team members.

Responsibilities

• Lead a team of water specialists and ensure excellent customer service.
• Handle customer escalations via phone and email.
• Identify opportunities for performance improvement.

Skills

Leadership

Customer service

Problem-solving

Job description

Overview

LET’S CUT STRAIGHT TO IT

Are you looking to change your career? Wanting to join somewhere, where you’ll get a career, not just a job? We’re looking for people to help us make a big drop in our ocean. We need people to help us make our vision a reality.

Working in our Customer Hub at Severn Trent Water, you’ll be at the heart of everything we do - leading teams of great people who do more, because we care. Working with our customers, you’ll be curious about their needs and not be afraid to say when we can do more. You’ll be responsible for delivering an outrageously amazing customer experience you’ll be proud of.

LET’S TELL YOU MORE

In this role as a Team Leader, you will lead a team of water specialists. As your own “mini-water supplier” you will have full accountability for the happiness and service of between 100-150k customers. Leading a small autonomous team, you will be responsible for delivering excellence in every part of the customers experience for your unique customer base. Working closely with your customer manager and team, you will have autonomy over decisions related to operational processes, prioritisation of work, financial discretion for resolving customer issues and the ability to implement cutting edge ideas that improve the lives of your team and our customers. Creating a culture that people love, will be key! Embracing empowerment, celebrating our mistakes (what we learn is vital) and investing in your team is something you’re passionate about. Caring for your team’s well-being, development, motivation and engagement will contribute to building the world’s best, most efficient caring Customer team.

The type of accountabilities you’ll have include:-

• Day to day coordination of your team, including prioritisation of work (e.g. between customer facing tasks and ad-hoc projects and scheduling)
• Helping the team by dealing with customer escalations through both phone and email and looking for opportunities to avoid future escalations
• Monitoring and maintaining call & email handling times in line with expectations
• Monitoring any complaints to ensure awesome resolutions within agreed timescales.
• Identifying opportunities for improvement: for example, in day-to-day processes, team organisation, quick technology wins, or indeed in any way that you think would improve the team’s performance
• Working directly with peers in a collaborative manner to drive performance
• Being the super hero’s – moving in to support other teams who need your help
• Not forgetting about yourself! What other training might you find useful? Are there other things you’d like to be involved in or incorporate into your role? Would training from/shadowing other members of the team or company be useful?

You'll be based at our newly refurbished contact centre in Edgbaston, Birmingham. You’ll work leading a team of 12 water specialists. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, Monday to Friday.

How we work

You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

What we’re looking for

Customers are at the centre of everything we do. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited.

We are an evolving team, which means we don’t always get it right. We take everything as a learning curve and expect you to be spotting problems and coming up with solutions to help us continually improve.

We’re looking for experienced people leaders who are enthusiastic, positive, and committed to driving our customer experience ambitions.

And when it comes to the skills and experiences we’re looking for, don’t get too hung up on that. We’re just looking for people with the right character, positivity, and a caring attitude – and welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

How we’ll reward and care for you in return

It’s not just a job; it’s a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you’ll contribute to the environment and community too. Here are some of our favourites:

• 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £1,500, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year

LET’S GO

We can’t wait to hear from you! Have an updated CV ready and spare five minutes to apply. We’ll let you know the outcome after the closing date, so keep an eye on your phone and emails.