Team lead Customer Service (Energy)

From £25,000 to £35,000 per annum
04 Oct 2016
19 Oct 2016
Contract Type
EnergieFlex is one of the fastest-growing and innovative energy suppliers. Our approach to service is simple. We are a new generation energy retailer bringing energy users more choice and better value. We’re fiercely independent and working harder and smarter to keep the energy bill under control so that our customers can spend more times on the fun things in life. EnergieFlex is seeking for a Customer Service Team leader. Do you have experience of retail energy or telecoms customer service processes and would like to join our team? We're looking for a team leader with energy or telecom back ground to help make our new call center success to lead and manage our inbound multi-channel customer service team. You must be up for the challenge, take the lead with a hands on management style, be a strong coach, highly motivated, target driven with the ability to inspire the team. As the Contact Centre Team Leader you will be responsible for the leading the team, taking responsibility for the implementation of processes, systems. You will have the opportunity to grow and develop your own team and will be responsible for reporting of team performance. This is an exciting and challenging role with excellent career prospects and the opportunity to grow within our team. Job Responsibilities: Management of customer issues and resolving these at first point of contact to prevent complaints Understands the processes within the energy industry Drive a coaching ethos through development of all team members by building skills using different coaching models Building upon knowledge and overall competence, ensuring personal development plans are in place and regularly reviewed Deliver a customer service function (people and processes) which provides great customer service Create and manage a highly motivated and enthusiastic customer services team that promote the brand, products and services. Manage customer demand through multiple channels Successfully identify service and efficiency improvements In collaboration, design and implement process improvements Experience Required: Experience as a team leader preferably within the Energy or telecom sector A leader who can motivate and inspire the customer service team and ensure they have the right tools and approach to be fully effective in their role Ability to manage complaints confidently and to SLA's and compliance Pro-active, problem solving and results orientated Tenacity and focused, resilient, results orientated and able to respond to changing business conditions in a fast-moving environment Excellent track record in delivery of great customer service An understanding of industry standards and best practice relating to customer service Experience defining and implementing business processes Knowledge of data protection and other relevant regulatory requirements This is an exciting and challenging role with excellent career prospects and the opportunity to grow within our team. £25,000 - £35,000 per annum, Permanent, Bonus If you are interested in joining our team and you match the skills required, we would very much like to hear from you so please apply today. This job was originally posted as