Customer Service Team Leader

OnlineDIRECT; Northampton; On-site; GBP 28,000 - 32,000; Full time

Job summary

An established industry player is seeking a people-focused Team Leader to enhance their successful journey in energy sales. This role offers the opportunity to lead a dedicated team, ensuring exceptional customer service and efficient contract management. You'll be pivotal in coaching your team, resolving conflicts, and fostering strong relationships with brokers. With a commitment to excellence, this forward-thinking company promotes a supportive environment, hybrid working, and ample career development opportunities. If you're passionate about leadership and customer service, this role is perfect for you.

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.

Responsibilities

• Manage a team, conduct performance evaluations, and provide training.
• Act as a point of contact for brokers, guiding them through contracts.

Skills

Team Leadership

Customer Service

Conflict Resolution

Coaching and Training

Communication Skills

Job description

Online Direct Northampton, United Kingdom Sales Hybrid

Company Description

Salary: £28,000-£32,000 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 people-focused Team Leader to join OnlineDIRECT and contribute to 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 Team Leader, you will be dedicated to delivering outstanding customer service, ensuring a seamless contract journey for all OnlineDIRECT brokers. Reporting to the Team Manager, you will oversee a small team, ensuring the delivery of a professional and efficient service while managing the day-to-day operations. You will also serve as an escalation point when the team has exhausted all other solutions. Your experience to date should include building strong working relationships and prior experience leading a team.

Position

1. Take direct responsibility for managing your assigned team, including conducting 1:1’s, performance evaluations, and training reviews.
2. Act as a point of contact for brokers, offering guidance and information to complete and secure energy contracts.
3. Liaise with brokers and suppliers to manage objections and rejections, identifying potential re-sale opportunities.
4. Develop a thorough understanding of supplier-specific terms and conditions relevant to your team’s tasks.
5. Serve as the first point of escalation where the team has exhausted all other avenues.
6. Provide coaching and guidance to the team on industry processes to assist with query resolution.
7. Organise and create new starter training plans in collaboration with the Team Manager.
8. Handle complaints efficiently, ensuring compliance SLAs are met.
9. Offer regular and timely feedback on performance, highlighting areas for improvement and ensuring agreed actions are followed up.
10. Monitor daily workflow to ensure SLAs are met, addressing performance issues promptly and highlighting to the Team Manager where appropriate.
11. 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. Demonstrable experience in staff coaching and training with measurable results.
4. Positive mindset and results-driven attitude.
5. Excellent written and verbal communication skills.
6. Strong relationship-building skills with experience in managing and resolving conflict.
7. Experience handling complaints and escalations effectively.
8. Committed to delivering excellent customer service.

Other information

OnlineDIRECT offers 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:

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

*Some benefits are subject to length of service.