Customer Care Team Leader

Location: Remote / Chandlers Ford

Hours: Monday – Friday, 40 hours per week

Established in 2003, Utilita is the UK's first – and still only – energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology that empowers households to use and waste less energy, which is good for our customers' pockets and the planet.

Are you an experienced customer service leader or looking to move into managing a team? If yes, then we have a fantastic opportunity for you to join our Contact Centre!

What does this role involve?

• As a Customer Care Team Leader, you and your team will be responsible for delivering exceptional customer service to our prepayment customers.
• Day to day, you will:

• Coach and develop staff to be the best they can be;
• Oversee department KPI’s and SLA’s to ensure they are met;
• Manage and resolve any escalated queries from your team;
• Ensure company policies and procedures are adhered to at all times;
• Work closely with internal departments.

Who are we looking for?

As a people manager, you know what it takes to motivate and empower a successful team. Therefore, you will draw upon your leadership skills to train and develop staff, helping them to be the best versions of themselves. You will be business focused, with the customer always front and centre and have experience in creating efficiencies and business improvements. You will be a good listener and be able to show empathy and understanding of differing customer needs. You will be approachable and adaptable and willing to roll up your sleeves when needed.

Our employees, just like our customers, come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.

What can we offer you?

The Important Things! (FYI Benefits available from your first day!)

• Bonus Scheme – we offer a structured bonus scheme which is made up of personal and business elements. The personal portion is tied to our three core values, which are smart, fairness and sustainability.
• Career progression – we want our staff to build up and grow their careers with us. To help you achieve this, we offer training or a clear progression pathway to help you achieve your goals, which is why we have been ranked in the UK’s top 40 ‘Best Workplace for Development’ 2024 awards.
• Win tickets! – we run exciting competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!
• Time off – we all need time off to recharge the batteries. We give our staff access to 25 days annual leave plus bank holidays.
• Wellbeing – your wellbeing is very important to us, we give access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
• Health care scheme – this includes dental, eye care, treatments such as MRI scans and diagnostics health consultations, making it quicker and easier to get a diagnosis!
• Employee Assistance Programme – giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.
• Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.
• Giving back - we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fundraising opportunities.
• Death in service – we pay twice your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
• Pension – we contribute 4% of your salary when you contribute 5%.