Customer Service Team Leader

Switch2 Energy Limited; Baildon; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the utilities sector is seeking a Customer Relations Team Leader to oversee a dynamic team in a busy contact center. The role focuses on enhancing customer service quality, managing team performance, and implementing process improvements. The ideal candidate will have extensive experience in customer service management, excellent communication skills, and a proactive approach to operational challenges. This position offers the opportunity to significantly impact customer satisfaction and team development.

Qualifications

• At least five years’ management experience in a Contact Centre.
• Knowledge of Utilities industry is advantageous.

Responsibilities

• Manage, coach, and develop the team for high performance.
• Ensure SLA’s and KPI’s are met for contractual obligations.
• Act as escalation point for complaints and manage change processes.

Skills

Customer Service management

Communication

Time management

Change management

Issue management

Process mapping

Collaboration

Education

GCSE ‘A’ level

NVQ level 3/4 in Customer Service

Tools

Telephony systems

Job description

To lead and manage a multi-skilled Customer Relations Team covering inbound and outbound calls and emails from customers and clients. Focus will be on quality and overall performance while establishing and maintaining improved internal and external communication channels to ensure the highest level of Customer Service is achieved.

The primary function of the Team Leader is to oversee all customer service activities in a busy customer and client-facing Contact Centre environment, ensuring all service levels are met. Significant emphasis is placed on the quality of service delivered to support the company's goals and ensure efficiency and cost-effectiveness.

Main Accountabilities/Key Result Areas

Due to the operational nature of this role, this team is essential for the successful delivery of operational objectives and the overall success of Switch2 Energy Limited. The team must be proactive and reactive, working in a dynamic environment where excellent communication and controls are vital. The role also serves as the key business liaison for operational changes and issue management.

Key Tasks

1. Manage, coach, and develop the team to achieve high quality and performance standards.
2. Ensure all SLA’s and KPI’s are met for internal and client contractual obligations.
3. Manage change processes within the team, ensuring measurement and adherence to deliver outcomes.
4. Implement process or procedural changes to improve service or efficiency.
5. Act as escalation point for complaints, ensuring resolution within guidelines and regulatory obligations.
6. Identify and escalate emerging customer service or operational issues, providing support as needed.
7. Participate in system development, specifications, and user acceptance testing for new or enhanced systems.
8. Contribute to Customer Satisfaction Surveys, develop improvement plans, and oversee their implementation.
9. Coordinate performance or change activities on telephony systems to ensure seamless service with minimal customer effort.

Key Skills and Behaviours Required

1. Strong background in Customer Service management.
2. Excellent communication skills.
3. Knowledge of telephony systems, configurations, and call routing.
4. Highly organized with excellent time management and prioritization skills.
5. Proven staff engagement and performance management experience.
6. Experience in change management within a Contact Centre environment.
7. Experience managing small to medium projects.
8. Issue management skills and understanding.
9. Process mapping and improvement experience.
10. Flexible and adaptable to changing business needs.
11. Professional email and letter writing skills, with ability to train staff.
12. Experience in customer satisfaction tracking and improvement delivery.
13. Collaborative approach and customer advocacy within the company.

Knowledge, Training, and Relevant Experience

Educated to GCSE ‘A’ level or NVQ level 3/4 in Customer Service with at least five years’ management experience, preferably in a Contact Centre. Knowledge of Utilities industry is advantageous.

Switch2 Energy is an equal opportunities employer!