At a Glance
- Tasks: Lead and develop a high-performing team in a fast-paced Contact Centre.
- Company: Join BoilerJuice, making home heating simple and hassle-free.
- Benefits: Competitive salary, 33 days holiday, private medical insurance, and gym membership.
- Other info: Onsite role in St Ives, Cambridgeshire, with no weekend work!
- Why this job: Shape the culture and experience of our customers while leading with purpose.
- Qualifications: Experience in leading teams, excellent communication skills, and a proactive mindset.
The predicted salary is between 32000 - 32000 € per year.
We’re looking for an experienced, people first leader to join our Contact Centre and play a key role in shaping how we support our customers and advisors every day. This role is hands on, fast paced and central to our operation. You’ll be the direct line of support, coaching and leadership for our advisors. If you’re motivated by doing the right thing, finding better ways of working and helping people be great, you’ll thrive here.
What you’ll be doing:
- Lead, coach and develop a high performing team
- Provide day to day leadership, coaching and support to a team of Service Delivery advisors
- Hold regular 1:1s, development conversations and performance reviews that build capability and confidence
- Give clear, constructive and timely feedback that helps advisors understand strengths, close gaps and grow
- Actively seek feedback from your team and peers to continuously improve your own leadership approach
- Create a culture of accountability, fairness and trust where people feel supported and motivated to deliver their best
- Drive operational performance
- Deliver key Service Delivery KPIs including quality, service, sales through service and productivity
- Prioritise and allocate work to ensure smooth operations and an effortless customer and supplier experience
- Use data and insight to identify trends, risks and opportunities, taking proactive action to improve outcomes
- Champion quality and continuous improvement
- Embed quality standards and ensure consistency across every customer interaction
- Challenge assumptions, simplify processes and encourage experimentation to make things better and easier
- Work closely with the Service Delivery leadership team and wider teams to resolve issues and improve end-to-end processes and customer journeys
- Grow capability through training and development
- Own all advisor training across Service Delivery, including induction and ongoing development
- Deliver clear, engaging training on new processes, systems and ways of working
- Upskill advisors across specialities to build a flexible, high performing team
- Identify development needs and create simple, effective refreshers to close skill gaps
- Do the right thing for customers, colleagues and suppliers
- Help others be great through honest communication and inclusion
- Focus on what matters most, use time wisely and deliver on commitments
- Be curious, ask questions and look for better ways of working
What you’ll bring:
- A proven experience leading or supervising teams, preferably in a busy Contact Centre
- A strong track record of delivering performance across service, sales and quality KPIs
- Demonstrated ability to coach, develop and performance manage individuals with clarity and empathy
- Excellent communication, influencing and decision making skills
- The ability to stay calm under pressure, prioritise effectively and manage competing demands
- A collaborative mindset with experience working across multiple teams
- A proactive, solutions focused approach with the confidence to challenge
- Flexibility, resilience and the ability to adapt to change
Why this role matters:
As a Team Leader, you are the heartbeat of the Contact Centre. You set the tone, you shape the culture, and you directly influence the experience our customers receive. You’ll have the autonomy to lead your team with the support of the Contact Centre Manager. If you’re ready to lead with purpose, develop others and help us build a Contact Centre that’s unquestionably fair, supportive and ready for tomorrow, we’d love to hear from you.
About us:
Welcome to BoilerJuice where heating your home is simple and hassle-free. Being off-grid isn’t always easy, which is why it’s our mission to provide our customers with a straightforward energy source, so they always have the peace of mind that they are prepared for tomorrow. We provide a unique combination of convenience and value, thanks to our auction technology, customers can find the best price for their heating oil in seconds, while our Connected service can make heating homes stress-free and easy as we do the work for them, providing remote monitoring and automatic top ups.
Location: This role is based onsite at the BoilerJuice office in St Ives, Cambridgeshire, 5 days per week.
What we offer:
- Pay: £32,000 per annum
- Monday to Friday – 37.5 hours per week (no weekends!)
- 33 Days holiday per year including bank holidays
- Salary sacrifice pension scheme
- Employee Assistance Programme
- Life assurance
- Private Medical Insurance
- Subsidised Gym membership
- Cycle to Work
- Eyecare contributions
- Electric car salary sacrifice scheme
- Weekly bootcamp class
- Savings
Service Delivery Team Leader in Cornwall employer: BoilerJuice
At BoilerJuice, we pride ourselves on being a people-first employer, offering a dynamic work environment in St Ives, Cambridgeshire, where you can truly make a difference. As a Service Delivery Team Leader, you'll enjoy a supportive culture that prioritises employee growth through comprehensive training and development opportunities, alongside a competitive salary and generous benefits package. Join us to lead a high-performing team in a role that not only values your leadership but also empowers you to shape the customer experience and drive continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Team Leader in Cornwall
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and employees. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've coached or developed a team. Be ready to share how you’ve tackled challenges and improved performance, as this will resonate well with the hiring managers.
✨Tip Number 3
Don’t just wait for the interview; reach out! Connect with current employees on LinkedIn and ask about their experiences. This can give you insider info and might even get you a referral, which is always a bonus!
✨Tip Number 4
When you apply through our website, make sure to highlight your people-first approach in your application. Show us how you’ve created a supportive environment in your previous roles, as that’s what we’re all about at BoilerJuice!
We think you need these skills to ace Service Delivery Team Leader in Cornwall
Some tips for your application 🫡
Show Your Leadership Style:When writing your application, let us see your unique leadership style shine through. Share specific examples of how you've led teams in the past, focusing on your people-first approach and how you’ve motivated others to achieve their best.
Be Clear and Concise:We appreciate clarity! Make sure your application is easy to read and straight to the point. Use bullet points where necessary to highlight your key achievements and skills, especially those related to service delivery and coaching.
Tailor Your Application:Don’t just send a generic application! Tailor it to reflect the job description. Highlight your experience with KPIs, team development, and customer service, showing us why you’re the perfect fit for our Contact Centre.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role. Plus, we love seeing applications come through our own channels!
How to prepare for a job interview at BoilerJuice
✨Know Your Leadership Style
Before the interview, take some time to reflect on your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've successfully led teams in the past, especially in a fast-paced environment like a Contact Centre.
✨Prepare for Scenario Questions
Expect questions that ask you to describe how you would handle specific situations, such as coaching an underperforming advisor or managing team dynamics. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Showcase Your Coaching Skills
Since this role involves a lot of coaching and development, be prepared to discuss your approach to giving feedback and developing team members. Share examples of how you've helped individuals grow and improve their performance in previous roles.
✨Demonstrate a Customer-Centric Mindset
The company values doing the right thing for customers, so be ready to talk about how you've prioritised customer experience in your previous roles. Highlight any initiatives you've led that improved service delivery or customer satisfaction.
