Customer Resolution Team Manager

First Utility
From £25,000 to £30,000 per annum
29 Sep 2016
19 Oct 2016
Contract Type
Customer Resolution Team Manager Location: Coventry Hours: Shift rotation, Monday - Friday, between the hours of 8am - 8pm, 37.5 hours per week Summary The UK’s fastest growing and largest independent energy supplier is seeking a Team Manager with experience in Complaints Resolution to join their expanding team. First Utility is committed to helping customers reduce their energy bills through the use of innovative technology, by offering cheaper tariffs and campaigning for industry change. This opening comes at an exciting stage and offers a fantastic opportunity for you to be part of a team hungry to make a difference. We are the ‘Growing Business Awards’ Growing Business of the Year 2014 and the only energy company to have been listed in the fast track 100 for four consecutive years. Role overview In this role you will be responsible for the day to day management of one of our Resolution Teams. You will be required to use your initiative, problem solving and analytical skills to assist your team in resolving their queries and cases as effectively and efficiently as possible. We require a tenacious, high performing individual, with demonstrated experience and success in a similar role. The ideal candidate will have relevant knowledge of the Energy Industry and a clear customer-centric approach. Areas of specific responsibility Day to day management of the team, including objective setting and supporting the team to deliver their individual and overall team objectives. Promote, plan and execute a comprehensive knowledge up-skilling programme, extending individual capability and knowledge by identifying key areas of support through coaching sessions. Managing escalated complaints as first point of escalation. Ensure consistency of service to manage expectations and service SLA in accordance with our Supply Licence Conditions. Root cause analysis to prevent complaints and review key processes. Accountable for proactively driving performance to consistently meet and exceed set daily, weekly and monthly service targets. Responsible for achieving set quality targets on a monthly basis and driving incremental improvements in service delivery standards month on month. Accountable for ensuring all back office tasks are completed within service level agreements and where possible processes are improved or automated. Ensure that an effective communication strategy is developed and implemented. Continually develop strong working relationships with key stakeholders, allowing you to leverage and deliver help and support when required. Work closely with the Resource Planning Manager to ensure that resource levels and forecasted volumes are both accurate, cost efficient and well communicated. The desirable candidate will have Confident team management skills with the ability to enable success, alongside proven demonstration of full reporting on activity and achievement. Broad experience and expertise in Complaints Management within a customer-centric environment. Significant evidence of proven delivery of excellent customer service improvements, results and outputs. Well-established, effective coaching and mentoring skills. Significant experience in managing and improving escalation or complaints processes Excellent presentation and communication skills. Strong evidence of tenacity to drive change through to conclusion Resilience in the face of feedback or set-backs. Will go out of their way to support others when there are exceptional circumstances. The ability to pre-empt potential customer problems and issues before they escalate. Methodical approach to decision-making, awareness of where it is appropriate to involve others in the decision making process to maximise buy-in and ensure a robust approach to reaching a conclusion. Experience evaluating course of action taken, with evidence of previously adapting decisions in support of change. The benefits As well as a rewarding career, development opportunities and competitive salary, you’ll also enjoy 25 days holiday (plus Bank Holidays), pension, option to purchase childcare vouchers, and become eligible for our staff energy tariff along with other great ad-hoc offers. We believe in putting energy into looking after our teams, so you’ll benefit from BUPA Private Healthcare, cycle to work scheme, a great working environment with relaxation areas to recharge your batteries and free soft drinks available all day. We also have “Fruity Friday” where fresh fruit is available every week for all employees. This job was originally posted as