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- Tasks: Lead a team to deliver top-notch customer service and coach staff for success.
- Company: Utilita is the UK's first energy company focused on helping customers use less energy through smart technology.
- Benefits: Enjoy a bonus scheme, career progression, 25 days off, health care, and exclusive discounts.
- Why this job: Join a diverse team that values your growth and well-being while making a positive impact on the planet.
- Qualifications: Experience in customer service leadership and a passion for empowering others is essential.
- Other info: Remote work options available; apply now to be part of an award-winning workplace!
The predicted salary is between 29592 - 29592 £ per year.
Salary Range: £29,592
Location: Remote / Chandlers Ford
Closing Date: Until Filled
Job Title: Customer Care Team Leader
Salary: £29,592 per annum
Hours: Monday – Friday, 40 hours per week
Established in 2003, Utilita is the UK’s first – and still only – energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology that empowers households to use and waste less energy, which is good for our customers’ pockets and the planet.
Are you an experienced customer service leader or looking to move into managing a team? If yes, then we have a fantastic opportunity for you to join our Contact Centre!
What does this role involve?
As a Customer Care Team Leader, you and your team will be responsible for delivering exceptional customer service to our prepayment customers.
Day to day, you will:
- Coach and develop staff to be the best they can be;
- Oversee department KPI’s and SLA’s to ensure they are met;
- Manage and resolve any escalated queries from your team;
- Ensure company policies and procedures are adhered to at all times;
- Work closely with internal departments.
Who are we looking for?
As a people manager, you know what it takes to motivate and empower a successful team. Therefore, you will draw upon your leadership skills to train and develop staff, helping them to be the best versions of themselves.
You will be business-focused, with the customer always front and centre, and have experience in creating efficiencies and business improvements. You will be a good listener and be able to show empathy and understanding of differing customer needs.
You will be approachable and adaptable and willing to roll up your sleeves when needed.
Our employees, just like our customers, come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.
What can we offer you?
The Important Things! (FYI Benefits available from your first day!)
- Bonus Scheme – we offer a structured bonus scheme which is made up of personal and business elements. The personal portion is tied to our three core values, which are smart, fairness, and sustainability.
- Career progression – we want our staff to build up and grow their careers with us. To help you achieve this, we offer training or a clear progression pathway to help you achieve your goals, which is why we have been ranked in the UK’s top 40 ‘Best Workplace for Development’ 2024 awards.
- Win tickets! – we run exciting competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle, and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!
- Time off – we all need time off to recharge the batteries. We give our staff access to 25 days annual leave plus bank holidays.
- Wellbeing – your wellbeing is very important to us; we give access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
- Health care scheme – this includes dental, eye care, treatments such as MRI scans and diagnostics health consultations, making it quicker and easier to get a diagnosis!
- Employee Assistance Programme – giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7, 365 days a year.
- Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.
- Giving back – we offer all our staff a paid volunteering day every year to give back to the community, plus the chance to be involved in various fundraising opportunities.
- Death in service – we pay twice your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
- Pension – we contribute 4% of your salary when you contribute 5%.
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Customer Care Team Leader, Hampshire employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Leader, Hampshire
✨Tip Number 1
Familiarize yourself with Utilita's core values: smart, fairness, and sustainability. During your interview, be ready to discuss how you embody these values in your leadership style and customer service approach.
✨Tip Number 2
Highlight your experience in coaching and developing teams. Prepare specific examples of how you've successfully motivated staff and improved performance metrics in previous roles.
✨Tip Number 3
Demonstrate your understanding of customer needs by preparing to discuss how you've handled escalated queries in the past. Show that you can empathize with customers while also resolving issues effectively.
✨Tip Number 4
Research Utilita's commitment to diversity and inclusion. Be ready to share your thoughts on how you can contribute to fostering an inclusive culture within the team.
We think you need these skills to ace Customer Care Team Leader, Hampshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to coach and develop staff, as well as manage KPIs and SLAs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the energy sector. Mention how your leadership style aligns with Utilita's values of smart, fairness, and sustainability.
Showcase Your Leadership Skills: Provide examples of how you've motivated and empowered teams in previous roles. Highlight any specific achievements related to improving customer satisfaction or operational efficiency.
Research Utilita: Familiarize yourself with Utilita's mission and values. Understanding their commitment to helping customers use less energy will allow you to align your application with their goals and demonstrate your genuine interest in the company.
How to prepare for a job interview at TN United Kingdom
✨Show Your Leadership Skills
As a Customer Care Team Leader, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've successfully coached and developed team members in the past, highlighting your approach to motivating and empowering others.
✨Understand the Company Values
Utilita emphasizes smart, fairness, and sustainability. Make sure to align your answers with these core values during the interview. Discuss how you can contribute to these principles in your role and how they resonate with your personal work ethic.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle escalated queries. Prepare scenarios from your previous experience where you successfully resolved customer issues or improved team performance, showcasing your adaptability and empathy.
✨Highlight Your Commitment to Diversity and Inclusion
Utilita champions diversity and an inclusive culture. Be ready to discuss how you have fostered an inclusive environment in your previous roles and how you plan to continue this in your new position, ensuring all team members feel valued and heard.
