Purpose
Our Customer Service department is the key contact area for our customers and their energy needs. You will need to have a strong customer focused background and lead the way in delivering outstanding customer service to our growing portfolio of business-to-business customers. Can handle complex calls, through influencing, assertive negotiation, and conflict resolution skills.
Key Tasks
- Be an experienced Contact Centre Team Leader responsible for managing, motivating, and developing a team of Customer Service Advisors.
- Be responsible for motivating your team to meet daily KPI’s.
- Champion first call resolution including the resolution of escalated complaints.
- Coach and develop your team to maximise their potential.
- Daily management of your team including schedule adherence, absence, managing, policies along with individual and team performance.
- Works as one team to drive and support our company culture.
Key Objectives
- Meet key performance objectives, as set by management.
- Manage and support the staff to achieve their maximum potential and help Valda become the employer of choice.
- Support the business through operational effectiveness and delivery of KPIs, digital first.
- Deliver a service that is customer centric, striving to achieve required Trustpilot status.
Responsible For
- Team performance.
- Escalation management.
- Resource Management and daily workload planning.
- One team culture.
- Team KPIs.
Responsible For
- Experience in working within the utilities industry.
Skills and Abilities
- Good people management & reasoning skills
- Effective time management skills
- Ability to organise and prioritise, set priorities and multi-task
- Effective problem-solving skills and able to analyse data
- Self-motivated, confident work ethic and good communication skills
- A team player with a willingness to learn, train and adapt to an ever-changing environment
Role details
Reports to: Operations Manager
Full time
Permanent
