Customer Service Team Lead - Hybrid, Flexible & Coaching

SmartestEnergy Limited; Worthing; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

SmartestEnergy Limited is seeking an experienced Team Leader to support the Manager in delivering an efficient, high-quality customer service. You will help resolve enquiries quickly, maintain service standards and coach the team to improve performance.

You will monitor trends, support process improvements, and ensure GDPR compliance while collaborating with the Manager and wider business to enhance the customer experience.

Qualifications

• Experience leading a team to deliver results within SLA
• Ability to coach and develop team members
• Strong planning and time-management skills
• Analytical approach to problem solving and process improvement

Responsibilities

• Lead and develop the customer service team, supporting the Manager in delivering a high-quality service.
• Monitor performance, service levels and trends; identify process improvements.
• Coach, support and escalate complex enquiries appropriately.
• Ensure compliance with procedures including GDPR and contribute to new process implementations.

Skills

Team leadership

SLA delivery

Planning & time management

Analytical problem solving

Job description

SmartestEnergy Limited is seeking an experienced Team Leader to support the Manager in delivering an efficient, high-quality customer service. You will help resolve enquiries quickly, maintain service standards and coach the team to improve performance.

You will monitor trends, support process improvements, and ensure GDPR compliance while collaborating with the Manager and wider business to enhance the customer experience.