At a Glance
- Tasks: Lead a remote team to deliver excellent customer service and manage complex queries.
- Company: Dynamic company with a supportive culture and strong values.
- Benefits: Annual bonus, generous holiday package, wellbeing fund, and career progression.
- Other info: Join a company where 87% of employees recommend working here!
- Why this job: Make a real impact while leading a motivated team in a fast-paced environment.
- Qualifications: 2 years in customer service and team management experience required.
The predicted salary is between 36000 - 60000 £ per year.
This is a remote role; however, it is essential that you reside in Northern Ireland to meet the requirements of the position.
Your new opportunity
Reporting to the Payment & Accounts Resolution Manager, the successful candidate will work as part of the Payment & Accounts Resolution team, managing a fully remote team multi-skilled over Power NI and Energia. The Team Leader will be responsible for ensuring excellent customer service is delivered to all residential customers in arrears, managing complex queries, reducing bad debt provisions for the company, leading a fast-paced driven team through change & ensuring processes are fully compliant with regulation in ROI & NI. The Team Leader will lead a team of Payment & Account Specialists towards meeting all their objectives/KPIs including all bad debt to sales targets, department KPI’s, quality targets, staffing levels, level 1 complaints and all compliance processes.
What you'll need
- 2 years of experience in a customer service role.
- Previous experience of managing a team of people to deliver against set KPIs.
- Excellent written and verbal communication skills.
- Managing performance and people.
- Self-motivated & driven.
- Proficiency in Microsoft Outlook and multi-channel communications.
If you are enthusiastic about this role but don’t meet every single requirement, we still encourage you to apply. Your past experiences might be the perfect match for this or other positions, making you the unique talent we’re looking for.
Learning & Development
- Career Progression and Development - Almost 100% of our promotions are from within the organisation.
- Wellbeing Fund - to be used towards anything that energises you from Gym membership to Reflexology.
- Sports and Social Club.
- Green Team.
- Volunteering days and more.
We’re proud that 87% of our employees would recommend us as a great place to work. It’s more than just a job—it’s a place where people genuinely enjoy belonging to a committed and supportive team. Our values—Trustworthy, Dynamic, Resourceful, and Community-Focused—aren’t just words, they guide how we work every day. We’re dedicated to helping you learn, grow and develop, offering learning opportunities, mentoring, and professional support to help you reach your goals. You’ll also enjoy some great benefits, like an annual bonus of up to 10%, our award-winning wellbeing programme, a ‘Wellbeing Fund’ you can spend on whatever recharges you, access to counselling, initiatives to reward long service, plus a generous holiday package with the option to add more days, health cash plans, and fun sports and social clubs.
Payment & Account Resolutions Team Leader (Remote) employer: Power NI
As a leading employer in Northern Ireland, we pride ourselves on fostering a supportive and dynamic work culture that prioritises employee wellbeing and growth. With an impressive annual bonus scheme, generous holiday allowances, and a commitment to internal promotions, our team members thrive in an environment that values trust, resourcefulness, and community. Join us to be part of a dedicated team where your contributions are recognised and rewarded, and where you can truly make a difference in the lives of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Payment & Account Resolutions Team Leader (Remote)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Power NI. 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 Power NI 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 Payment & Account Resolutions Team Leader (Remote)
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 Power NI:Your cover letter is your chance to shine! Tell us why you want to work at Power NI 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 Power NI!
How to prepare for a job interview at Power NI
✨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.
