Customer Service Team Leader

Bicester, UK | Sales
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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