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- Tasks: Lead a dynamic Customer Relations Team, ensuring top-notch service and performance.
- Company: Join Switch2 Energy, a forward-thinking company focused on customer satisfaction in the utilities sector.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Be part of a team that values communication and quality service while making a real impact.
- Qualifications: GCSE ‘A’ level or NVQ level 3/4 in Customer Service with five years' management experience required.
- Other info: Switch2 Energy is committed to equal opportunities and fostering a diverse workplace.
The predicted salary is between 36000 - 60000 £ per year.
To lead and manage a multi-skilled Customer Relations Team covering inbound and outbound calls and emails from customers and clients. Focus will be on quality and overall performance while establishing and maintaining improved internal and external communication channels to ensure the highest level of Customer Service is achieved. The primary function of the Team Leader is to oversee all customer service activities in a busy customer and client-facing Contact Centre environment, ensuring all service levels are met. Significant emphasis is placed on the quality of service delivered to support the company's goals and ensure efficiency and cost-effectiveness.
Main Accountabilities/Key Result Areas:
- Manage, coach, and develop the team to achieve high quality and performance standards.
- Ensure all SLA’s and KPI’s are met for internal and client contractual obligations.
- Manage change processes within the team, ensuring measurement and adherence to deliver outcomes.
- Implement process or procedural changes to improve service or efficiency.
- Act as escalation point for complaints, ensuring resolution within guidelines and regulatory obligations.
- Identify and escalate emerging customer service or operational issues, providing support as needed.
- Participate in system development, specifications, and user acceptance testing for new or enhanced systems.
- Contribute to Customer Satisfaction Surveys, develop improvement plans, and oversee their implementation.
- Coordinate performance or change activities on telephony systems to ensure seamless service with minimal customer effort.
Key Skills and Behaviours Required:
- Strong background in Customer Service management.
- Excellent communication skills.
- Knowledge of telephony systems, configurations, and call routing.
- Highly organized with excellent time management and prioritization skills.
- Proven staff engagement and performance management experience.
- Experience in change management within a Contact Centre environment.
- Experience managing small to medium projects.
- Issue management skills and understanding.
- Process mapping and improvement experience.
- Flexible and adaptable to changing business needs.
- Professional email and letter writing skills, with ability to train staff.
- Experience in customer satisfaction tracking and improvement delivery.
- Collaborative approach and customer advocacy within the company.
Knowledge, Training, and Relevant Experience:
- Educated to GCSE ‘A’ level or NVQ level 3/4 in Customer Service with at least five years’ management experience, preferably in a Contact Centre.
- Knowledge of Utilities industry is advantageous.
Contact Detail:
Switch2 Energy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the utilities industry, as having knowledge in this area can give you an edge. Research current trends and challenges within the sector to demonstrate your understanding during discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in a contact centre environment. Be ready to discuss specific situations where you improved team performance or customer satisfaction.
✨Tip Number 3
Brush up on your communication skills, especially in handling complaints and escalations. Prepare to share strategies you've used to resolve conflicts and maintain high service levels in previous roles.
✨Tip Number 4
Demonstrate your adaptability by discussing experiences where you've successfully managed change within a team. Highlight any process improvements you've implemented that led to increased efficiency or customer satisfaction.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service management, particularly in a Contact Centre environment. Emphasise your skills in coaching, performance management, and change management, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, address how your background aligns with the key tasks outlined in the job description. Mention specific examples of how you've improved service quality or managed teams effectively in previous roles.
Showcase Communication Skills: Since excellent communication is vital for this position, ensure that your application reflects your professional email and letter writing skills. Use clear and concise language throughout your documents.
Highlight Relevant Experience: If you have experience with telephony systems or customer satisfaction tracking, make sure to include this in your application. Detail any projects you've managed or improvements you've implemented that relate to the role.
How to prepare for a job interview at Switch2 Energy Limited
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your ability to manage and develop a team. Prepare examples of how you've successfully coached team members in the past and improved performance standards.
✨Emphasise Communication Proficiency
Excellent communication is key in this role. Be ready to discuss how you've established effective communication channels in previous positions and how you plan to maintain them in a busy contact centre environment.
✨Demonstrate Change Management Experience
Since the role involves managing change processes, come prepared with specific instances where you've successfully implemented changes. Highlight your approach to measuring outcomes and ensuring adherence to new procedures.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding customer complaints and operational issues. Think of scenarios where you've effectively resolved conflicts or improved customer satisfaction, and be ready to share those stories.
