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- Tasks: Lead a dynamic team in scheduling smart meter installations and ensuring top-notch customer service.
- Company: Join Sureserve Energy Services, a leader in energy efficiency and sustainability.
- Benefits: Enjoy competitive salary, generous leave, and a range of family-friendly policies.
- Why this job: Make a real impact in the energy sector while developing your leadership skills.
- Qualifications: 3-5 years in dispatch/logistics with leadership experience; strong communication skills required.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
About Sureserve Energy Services Meters
Sureserve Energy Services Meters (formerly Providor), a proud subsidiary of Sureserve Group Limited, is a leading provider of domestic smart meter installations across the UK, working with three of the \”Big Six\” energy suppliers. We are dedicated to advancing energy efficiency and sustainability through innovative metering solutions. Our mission is to empower consumers and businesses with accurate, real-time data, enabling informed energy decisions.
Role Overview
This role focuses on achieving KPIs and SLAs for inbound and outbound calls, primarily scheduling smart meter installations or exchanges. It ensures an exceptional customer experience and smooth journey.
As the company\’s first point of contact, you will deliver outstanding service, represent the business professionally to stakeholders, and uphold service standards while setting an example within the Contact Centre team.
Key Responsibilities
- Team Management: Lead and mentor the Call Centre Team, handling scheduling, task allocation, and performance monitoring to maintain productivity and morale.
- Operations Coordination: Oversee call center activities, ensuring efficiency and adherence to company policies and client requirements.
- Communication: Facilitate seamless coordination by maintaining clear communication with dispatchers, engineers, clients, and departments.
- Performance Monitoring: Track KPIs, identify improvement areas, and implement strategies to boost efficiency.
- Problem-Solving: Resolve operational challenges by coordinating resources and personnel effectively.
- Documentation: Maintain accurate records for quality assurance, reporting, and compliance.
- Training: Provide ongoing training to enhance team skills and performance.
- Customer Service: Handle escalations professionally to ensure high customer satisfaction.
- Compliance: Ensure activities align with company policies, safety standards, and legal requirements.
Experience: Minimum of 3-5 years of experience in dispatching, logistics, or a similar role, with at least 1-2 years in a supervisory or leadership position.
KeySkills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Proficiency in using dispatch software, GPS systems, and other relevant technology.
- Strong organizational and multitasking skills.
- Ability to remain calm and make decisions under pressure.
- Analytical skills to assess performance metrics and implement improvements.
- Knowledge of transportation regulations and safety standards.
What we are offering
We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, including:
- Competitive salary
- Contributory Pension scheme
- Life assurance
- 29 days annual leave inclusive of bank holidays
- Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave
- Sureserve Benefits Hub, accessing over 1000’s retail discounts
- Virtual GP service, 24/7, 365 days, available for employees and your immediate family
- Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
- Bike2Work scheme
Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
Reasonable adjustments
As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact SESM.Careers@Sureserve.co.uk
Pre-employment checks
Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks
Location
Victoria Mills (Office-based with occasional travel to field locations as needed)
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Call Centre Team Leader employer: Sureserve
Contact Detail:
Sureserve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader
✨Tip Number 1
Get to know the company inside out! Research Sureserve Energy Services Meters and understand their mission, values, and the specifics of the Call Centre Team Leader role. This will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! As a Call Centre Team Leader, you'll need to demonstrate excellent interpersonal abilities. Role-play common scenarios with friends or family to build confidence in handling customer interactions and team management.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially even a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for joining the Sureserve team. Don’t forget to follow up after applying to express your continued interest!
We think you need these skills to ace Call Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Call Centre Team Leader role. Highlight your leadership experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about energy efficiency and how your past experiences make you the perfect fit for Sureserve. Keep it engaging and personal – we love a good story!
Showcase Your Achievements: When detailing your work history, focus on your achievements rather than just duties. Use numbers and examples to demonstrate how you've met KPIs or improved team performance. We’re all about results here at Sureserve!
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. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Sureserve
✨Know Your Stuff
Before the interview, make sure you understand Sureserve's mission and values. Familiarise yourself with their smart meter installations and how they contribute to energy efficiency. This will show that you're genuinely interested in the role and the company.
✨Showcase Your Leadership Skills
As a Call Centre Team Leader, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, handled performance monitoring, and resolved conflicts. Be ready to discuss specific KPIs you've achieved.
✨Communication is Key
Since this role involves coordinating with various stakeholders, practice articulating your thoughts clearly. Think about how you would handle customer escalations or communicate with dispatchers and engineers. Good communication can set you apart from other candidates.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would tackle operational challenges. Think of real-life examples where you've had to make quick decisions under pressure. Highlight your analytical skills and how you've used them to improve team performance in previous roles.
