At a Glance
- Tasks: Lead a dynamic Customer Support team and tackle customer challenges head-on.
- Company: Join a fast-growing tech company revolutionising household bill payments.
- Benefits: Competitive salary, performance bonuses, and a vibrant office culture.
- Other info: Enjoy a supportive team environment with opportunities for personal growth.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: Strong communication, problem-solving, and people management skills required.
The predicted salary is between 32573 - 37307 £ per year.
The Customer Support team is at the core of One Utility Bill. As one of our Customer Support Team Leaders, your determination, dedication and personal approach will give our team and our customers confidence that you will get right to the root of their problem. By taking on this role, you will be expected to work on Customer Support tasks, as well as leading the team by assigning tasks, improving processes and ensuring KPIs are hit.
A little bit about us: We are a tech business that bundles household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer. It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.
What you’ll be doing: Our Customer Support team is on the frontline, making this a role for the cool, calm and collected. Our customers rely on us to ensure that all of their utilities are out of sight, and out of mind, so when things go wrong, this can impact their everyday lives. This means you’ll face plenty of challenges, from frustrated and upset customers to unexpected issues, so you will need a lot of patience and genuine empathy to help put a smile back on our customers’ faces. As a Team Leader, you will be responsible for managing a small team within the Customer Support team. This will involve live coaching, completing 121s, delegating tasks, and ensuring that your team is performing to the best of their ability so that monthly KPIs are hit. Your composure, communication and organisational skills will allow you to prepare your team for high volumes of inbound calls, emails and live chats, and any potential challenges you may face. You’ll be part of a great team, who will support you as you gain experience in handling a wide variety of queries. You will report to the manager of the Customer Support team, who will help you develop your leadership and management skills. Our phone lines are open between 8am and 6pm Monday to Saturday (rotating Saturday shifts roughly 1 in 4).
Core Responsibilities:
- Managing & developing members of the Customer Support team
- Answering inbound calls, live chats and emails as well as outbound communication
- Raising absences on behalf of team members and conducting return to work meetings
- Rota management
- Holding one-to-one sessions with team members
- Leading weekly team meetings for training, to discuss updates within the company and any actions that need to be carried forward
- Completing team performance analysis as well as weekly and monthly reporting on KPIs
- Requesting reports and carrying out audits in our database
- Live call coaching
- Being the first point of contact for the team for advice on handling difficult customer queries and escalations
- Complaint handling and resolution
- Updating our internal CRM accurately and ensuring detailed notes are made after every contact with a customer
- Creating training documents for the Customer Support team
- Working closely with team leaders and managers from other departments to improve internal processes
- Assist in recruitment and onboarding
A little bit about you:
- Demonstrates putting the customer first at all times
- Excellent communication skills, written and verbal
- A professional telephone manner
- Time management skills, with the ability to multitask
- People management skills to develop your team and improve their performance
- Troubleshooting and problem-solving skills
- Resilience, understanding, patience and empathy
What you’ll get from us: An annual salary of £32,572.95 - £37,307.25 and up to 10% of your salary based on a metric set by your SLT member.
How we do stuff around here: We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how.
Our Company Values:
- Matter: Everyone’s role is essential, OUB is on a mission and we can’t do it without you.
- Own It: Take responsibility for your domain. Trust yourself and trust others to deliver.
- Graft: Work hard and smart. That’s how we grow and do the best for our customers.
- Work as One: Respect other people. Try to leave your ego at the door.
- Do the Right Thing: Treat everybody well and do your best. Support one another’s goals.
- Drop and Roll: Learn from mistakes, get comfy with change and do your best to adapt.
- Set the Bar High: Whether you’re solving problems or making a brew. Do it with gusto.
- Be Fiercely You: Be human and be genuine. Bring your skills and yourself to work.
- Enjoy the Journey: Have some fun, and make sure others do too.
Our Competencies:
- Dependable: Taking ownership of performance and demonstrating accountability.
- Customer First: Thinking about the customer before making any decision.
- Co-Star: Collaborating and communicating. Showing a commitment to shared goals.
- Expert: Seeking out knowledge and opportunities to perform better in my role.
- Leadership: Communicating shared goals clearly and effectively.
Job requirements: The shift pattern for this role is Monday to Friday rotating shifts between 8am-6pm with 1 in every 4 Saturdays required. Saturdays are 9am-5pm. This is an office-based role.
Be Fiercely You isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you're passionate about what you do, we want to hear from you, no matter your background.
Customer Support Team Leader in Newcastle upon Tyne employer: One Utility Bill
One Utility Bill is an exceptional employer, offering a dynamic work environment in Newcastle upon Tyne where sales advisors can thrive. With a focus on employee growth and a supportive culture, team members benefit from uncapped commission opportunities and the flexibility of hybrid working arrangements after probation. Join us to be part of a motivated B2C sales team that values resilience and ambition, ensuring your hard work is rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Leader in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at One Utility Bill. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like One Utility Bill before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Team Leader in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to One Utility Bill:Your cover letter is your chance to shine! Tell us why you want to work at One Utility Bill specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at One Utility Bill!
How to prepare for a job interview at One Utility Bill
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
