Customer Support Team Leader

One Utility Bill; Newcastle upon Tyne; On-site; GBP 33,000 - 37,000; Full time

Job summary

One Utility Bill is seeking a Customer Support Team Leader to guide a small team and drive excellent service. You’ll coach, manage workload and ensure KPIs are met while maintaining a customer-first approach.

You’ll lead by example on calls, emails and live chats, contribute to process improvements, and support recruitment and onboarding as the department grows.

Qualifications

• Experience leading a small customer support team.
• Strong coaching and performance review skills.
• Proven ability to meet monthly KPIs.
• Excellent written and verbal communication.
• Empathy and patience with customers.

Responsibilities

• Lead and develop the Customer Support team.
• Manage inbound calls, emails, live chats and escalations.
• Assign tasks and improve processes to hit KPIs.
• Conduct 1:1s and team meetings.
• Prepare and analyze performance reports.
• Assist in recruitment and onboarding.

Skills

Team leadership

Staff coaching

KPI management

Customer service

Communication

Time management

Problem solving

Job description

Customer Support Team Leader

Permanent | £32,572.95 - £37,307.25

The Customer Support team is at the core of One Utility Bill. As one of our Customer Support Team Leaders, your determination, dedication and personal approach will give our team and our customer’s confidence that you will get right to the root of their problem.

By taking on this role, you will be expected to work on Customer Support tasks, as well as leading the team by assigning tasks, improving processes and ensuring KPI’s are hit.

A little bit about us

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

What you’ll be doing

Our Customer Support team is on the frontline, making this a role for the cool, calm and collected. Our customers rely on us to ensure that all of their utilities are out of sight, and out of mind, so when things go wrong, this can impact their everyday lives. This means you’ll face plenty of challenges, from frustrated and upset customers to unexpected issues, so you will need a lot of patience and genuine empathy to help put a smile back on our customers’ faces.

As a Team Leader, you will be responsible for managing a small team within the Customer Support team. This will involve live coaching, completing 121’s, delegating tasks, and ensuring that your team is performing to the best of their ability so that monthly KPIs are hit. Your composure, communication & organisational skills will allow you to prepare your team for high volumes of inbound calls, emails and live chats, and any potential challenges you may face.

You’ll be part of a great team, who will support you as you gain experience in handling a wide variety of queries. You will report to the manager of the Customer Support team, who will help you develop your leadership and management skills. Our phone lines are open between 8am and 6pm Monday to Saturday (rotating Saturday shifts roughly 1 in 4).

Core Responsibilities

• Managing & developing members of the Customer Support team

• Answering inbound calls, live chats and emails as well as outbound communication

• Raising absences on behalf of team members and conducting return to work meetings

• Rota management

• Holding one-to-one sessions with team members

• Leading weekly team meetings for training, to discuss updates within the company and any actions that need to be carried forward

• Completing team performance analysis as well as weekly and monthly reporting on KPIs

• Requesting reports and carrying out audits in our database

• Live call coaching

• Being the first point of contact for the team for advice on handling difficult customer queries and escalations

• Complaint handling and resolution

• Updating our internal CRM accurately and ensuring detailed notes are made after every contact with a customer

• Creating training documents for the Customer Support team

• Working closely with team leaders and managers from other departments to improve internal processes

• Assist in recruitment and onboarding

A little bit about you

• Demonstrates putting the customer first at all times
• Excellent communication skills, written and verbal
• A professional telephone manner
• Time management skills, with the ability to multitask
• People management skills to develop your team and improve their performance
  Troubleshooting and problem-solving skills
• Resilience, understanding, patience and empathy

What you’ll get from us

As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…

An annual salary of £32,572.95 - £37,307.25

Up to 10% of your salary based on a metric set by your SLT member

How we do stuff around here

We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how. Here’s some key OUB terminology that you’ll become very familiar with.

Our Company Values

• Matter | Everyone’s role is essential, OUB is on a mission and we can’t do it without you.

• Own It | Take responsibility for your domain. Trust yourself and trust others to deliver.

• Graft | Work hard and smart. That’s how we grow and do the best for our customers.

• Work as One | Respect other people. Try to leave your ego at the door.

• Do the Right Thing | Treat everybody well and do your best. Support one another’s goals.

• Drop and Roll | Learn from mistakes, get comfy with change and do your best to adapt.

• Set the Bar High | Whether your solving problems or making a brew. Do it with gusto.

• Be Fiercely You | Be human and be genuine. Bring your skills and yourself to work.

• Enjoy the Journey | Have some fun, and make sure others do too.

Our Competencies

• Dependable | Taking ownership of performance and demonstrating accountability.

• Customer First | Thinking about the customer before making any decision.

• Co-Star | Collaborating and communicating. Showing a commitment to shared goals.

• Expert | Seeking out knowledge and opportunities to perform better in my role.

• Leadership | Communicating shared goals clearly and effectively.

The shift pattern for this role is Monday to Friday rotating shifts between 8am-6pm with 1 in every 4 Saturdays required. Saturdays are 9am-5pm. This is an office-based role.

Be Fiercely You

isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you're passionate about what you do, we want to hear from you, no matter your background