At a Glance
- Tasks: Lead a team delivering top-notch energy advice and support customer service excellence.
- Company: Join a forward-thinking organisation focused on energy efficiency and sustainability.
- Benefits: Enjoy flexible working, 35 days off, and comprehensive training opportunities.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in team leadership and customer service is essential.
The predicted salary is between 30750 - 30750 € per year.
An exciting opportunity for a customer-focused team leader with experience in customer service, operations management, KPI reporting and staff development. You will support the delivery of energy advice services across North East Scotland.
Location: Hybrid Working from Home and the Office - Applicants should reside in the North-East and be prepared to work from Aberdeen or Dundee when requested for office-based workdays or in-person meetings.
Job Type: Full-Time, Permanent
Working Hours: 35 hours per week, working 5 days out of 7, with core hours from Monday to Friday, 9:00 AM to 5:00 PM.
We have a fantastic new job opportunity for a Customer Service Team Leader to support the delivery of customer-focused energy advice services across North East Scotland. Working within a busy advice centre environment, you will lead and motivate a team delivering guidance on energy efficiency, renewable energy and affordable warmth initiatives. As the Customer Service Team Leader you will oversee service quality, KPI performance, rota planning, reporting and staff development while ensuring operational targets are achieved. You will also work closely with stakeholders and support continuous improvement across customer service operations.
The successful Customer Service Team Leader will have previous experience in team management, customer service delivery, performance monitoring and operational support. Strong communication, leadership and organisational skills are essential together with experience using CRM systems and Microsoft Office applications.
Comprehensive training, including City & Guilds Energy Awareness and an SQA-accredited qualification, will be provided over 6-9 weeks, requiring availability from 9:00 AM to 5:00 PM, Monday to Friday.
Duties:
- Leading the Team: providing support, training and guidance to ensure advisors deliver excellent customer service and achieve objectives.
- Managing Performance: monitoring KPIs, operational targets and service delivery standards across the advice centre.
- Supporting Staff Development: carrying out appraisals, coaching and performance management activities where required.
- Overseeing Systems and Processes: ensuring telephony, referral and CRM systems are maintained in line with contractual requirements.
- Preparing Reports: maintaining accurate records of team activity, service delivery and operational performance.
- Managing Team Operations: overseeing rotas, supervision, meetings and workload allocation.
- Building Stakeholder Relationships: liaising with external partners and stakeholders to support service quality and best practice.
- Monitoring Compliance: ensuring adherence to company policies, operational procedures and health and safety standards.
- Supporting Service Improvement: identifying opportunities through data analysis and regional demand monitoring.
- Representing the Organisation: attending meetings, presentations and events to promote available services.
Candidate Requirements:
- Previous experience in team leadership, customer service supervision or operations management.
- Experience managing staff performance, coaching and development activities.
- A background in customer-focused service delivery environments.
- Strong reporting, administration and organisational skills.
- Experience using Microsoft Word, Excel, PowerPoint and CRM systems.
- Ability to gather, interpret and analyse data effectively.
- Excellent communication and stakeholder engagement skills.
- A flexible approach to working hours and operational requirements.
- Full UK driving licence.
- Degree qualification or equivalent professional experience.
Benefits:
- Flexible working.
- Full product training provided.
- 35 days off (30 paid annual leave, 5 public holidays).
- An extra day off, paid, for your birthday!
- Salary sacrifice and net pay deduction schemes.
- Paid time to volunteer.
- Pension plan.
- Staff events.
- Free access to employee assistance provider.
- Sick pay scheme.
- Credit union membership.
By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
Locations
Customer Service Team Leader / Contact Centre / Call Centre in Aberdeen, Scotland employer: AWD Online
Join a forward-thinking organisation that prioritises employee well-being and professional growth, offering a hybrid working model in the vibrant North East of Scotland. With comprehensive training, generous benefits including 35 days off and an extra day for your birthday, and a supportive work culture focused on continuous improvement, this role as a Customer Service Team Leader is perfect for those looking to make a meaningful impact in energy advice services while enjoying a balanced work-life environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader / Contact Centre / Call Centre in Aberdeen, Scotland
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service field, especially those who work in energy advice or similar sectors. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! During interviews, highlight your experience with KPI reporting and staff development. Use specific examples to demonstrate how you've led teams to success in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest opportunities tailored to your skills and interests right there.
We think you need these skills to ace Customer Service Team Leader / Contact Centre / Call Centre in Aberdeen, Scotland
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and team leadership. We want to see how your skills align with the role of Customer Service Team Leader, so don’t hold back!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements and KPIs you’ve met. We love numbers and results, so if you’ve improved team performance or customer satisfaction, let us know!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to see why you’re a great fit for the team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at AWD Online
✨Know Your Stuff
Make sure you brush up on your knowledge of energy efficiency and customer service best practices. Familiarise yourself with the specific services offered by the organisation, as well as any recent developments in the energy sector. This will show that you're genuinely interested and prepared.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved performance. Highlight your ability to motivate others, manage KPIs, and develop staff. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Data Savvy
Since the role involves monitoring KPIs and preparing reports, be ready to discuss how you've used data to drive improvements in previous roles. Bring examples of how you've analysed data to identify trends or opportunities for service enhancement.
✨Engage with Stakeholders
Demonstrate your communication skills by discussing how you've built relationships with stakeholders in the past. Be prepared to talk about how you would approach liaising with external partners to ensure service quality and best practices.
