At a Glance
- Tasks: Lead a team delivering energy advice and ensure top-notch customer service.
- Company: Dynamic organisation focused on energy efficiency and sustainability.
- Benefits: Generous salary, flexible working, 35 days off, and training opportunities.
- Other info: Enjoy a hybrid work model and comprehensive training to boost your career.
- 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.
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
Customer Service Team Leader / Contact Centre / Call Centre in Aberdeen employer: AWD Online
Join a dynamic team as a Customer Service Team Leader, where you will play a pivotal role in delivering exceptional energy advice services across North East Scotland. With a strong focus on employee development, flexible working arrangements, and a supportive work culture, this position offers comprehensive training and generous benefits, including 35 days off and paid volunteering time. Experience the satisfaction of leading a dedicated team while contributing to sustainable initiatives in a vibrant hybrid working environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader / Contact Centre / Call Centre in Aberdeen
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service field, especially those who work in team leadership roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to team management 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 leadership skills during interviews! Share specific examples of how you've motivated teams or improved service delivery. This will help you stand out as a candidate who can drive results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Service Team Leader / Contact Centre / Call Centre in Aberdeen
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 understand the key responsibilities of a Customer Service Team Leader. Brush up on your knowledge of energy advice services, KPI reporting, and staff development. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved service delivery. Highlight how you motivated your team, managed performance, and supported staff development. This will demonstrate your capability to lead effectively in a busy advice centre environment.
✨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 customer service. Bring specific examples of how you've gathered, interpreted, and analysed data to enhance operational performance.
✨Engage with Stakeholders
Think about your experience in building relationships with stakeholders. Be prepared to discuss how you've liaised with external partners to ensure service quality. This shows that you can represent the organisation well and promote its services effectively.
