Purpose of this role

To put our customers’ needs at the heart of everything we do.
To be passionate about customer service and strive to always deliver an exceptional customer experience.
To be a brand advocate and champion always. 
To lead a Customer Service Team that delivers outstanding customer service to all current and potential future customers across our multiple brands. 

Your key responsibilities are

Lead a team of Customer Service Advisors in delivering exceptional customer experience across all our brands.

Ensure the Retail department meets and exceeds customers’ expectations ensuring we meet department objectives.

Actively lead by example demonstrating strong leadership skills to further grow our business.

Champion and promote a supportive coaching culture in which team members can continuously develop their skill sets, competencies, and confidence.

Undertake quality assurance within your team identifying gaps in skill and process.

Recognising and celebrating good performance.

Deliver training to enable the Retail department to skill our advisors to the highest level, enabling them to deliver exceptional service to our customers.

Identify future training needs as they arise by staying abreast of advisor and customer needs.

Assist in the recruitment process; contribute ideas to improve the effectiveness of the recruitment process and staff retention levels of new starters.

Conduct performance and development reviews, 1:1 coaching and mentoring sessions.

Keep team members regularly updated with intraday, daily, weekly performance and suggest proactive and reactive measures where appropriate.

Day to day management of workflows within the Contact Centre, support advisors dealing with demanding customers and escalations, take ownership as required.

Complaint handling and incident management in line with regulatory requirements.

Positively participate and support in change management and change communication process.

Undertake effective time and productivity management within your team.

Work on Ad-hoc projects as necessary and at the discretion of the management team.

Actively engage with HR activities in a timely manner and be invested in the health and wellbeing of team members.

Actively engage with staff and customer engagement activities in a positive and enthusiastic manner.

Participate in stakeholder management fostering interdepartmental collaboration.

Share information relating to business and escalating as appropriate.

Effectively communicate and embrace BU-UK’s vision and values.

Qualifications

NVQ Level 2 or equivalent standard of education.

Experience/Knowledge

Experience of leading a Contact Centre Team, including knowledge of contact centre technologies and metrics.

Experience in developing and maintaining relationships at all levels with external and internal customers.

Proven people management experience is essential with the ability to coach, mentor and motivate a team.

Experience of undertaking change management successfully.

Experience of managing complaints.

Experience of incident management.

Good knowledge of HR policies and procedures.

Abilities/Skills

Organised and self-motivated, as a Contact Centre Team Manager, you will need exceptional communication skills, the ability to lead, motivate and influence others and a calm demeanour.

Customer service orientated.

Excellent coaching skills with the ability to identify training needs and support continuous development.

Ability to deliver training courses.

Will be able to deal with changing priorities and situations.

Able to identify where changes are needed and drive changes and improvements through to completion.

High attention to detail and have excellent record keeping.

Ability to analyse business information.

Organised and methodical.

PC literate, experience of using CRM’s, Microsoft office suite with intermediate excel skills.

Desirable

NVQ or equivalent in management.

Experience within the utilities sector.

Ability to use Microsoft Office programmes or equivalent.

Conditions of Employment