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For Companies At a Glance
- Tasks: Lead a dynamic contact centre, ensuring top-notch customer service and team development.
- Company: Join Utilita, a leading energy supplier with a focus on innovation and inclusivity.
- Benefits: Enjoy a competitive salary, bonus scheme, 25 days leave, and private healthcare.
- Why this job: Make a real impact in a role that blends leadership with data-driven decision-making.
- Qualifications: Experience in managing high-volume contact centres and strong leadership skills required.
- Other info: Thrive in a supportive environment with excellent career growth and diverse culture.
The predicted salary is between 44000 - 66000 £ per year.
Location: Chandlers Ford/Remote – 2 days onsite in head office
Salary: £55,000 with a discretionary 15% bonus
If you’re someone who thrives on balancing people leadership with data-driven performance, we want to hear from you!
The Role
As a Contact Centre Manager at Utilita, you’ll oversee the day-to-day running of our contact centre, ensuring every interaction reflects our commitment to customer first and outstanding service. You will lead and develop our Customer Service Managers to deliver outstanding customer interactions while embedding a positive, collaborative, customer-focused culture. You’ll ensure smooth daily operations by managing resource planning, scheduling and monitoring performance dashboards. The role drives continuous improvement by setting clear performance targets, analysing trends and providing insights that shape our customer service strategy. A strong focus on data-driven performance underpins every aspect of the role, including analysing real-time and historical data and producing actionable reports.
What We’re Looking For
- Proven experience of leading a high-volume contact centre operation
- Strong background in customer-focused and service-driven environments
- Confident leadership with the ability to motivate, influence, and develop teams
- A data-driven approach to performance management and operational decision-making
- Excellent communication and stakeholder engagement skills
- A demonstrated ability to drive continuous improvement and operational efficiency
- Strong problem-solving capability and the ability to make informed decisions at pace
The Important Things!
Join a company that truly invests in you. Enjoy a structured bonus scheme, clear career and development opportunities. Recharge with 25 days’ leave, plus bank holidays, access private healthcare, mental wellbeing support, and 24/7 GP and counselling services. Our Chandlers Ford office offers access to a free, fully equipped onsite gym, along with showers and changing facilities. Win tickets to top events through the Utilita Arenas, enjoy exclusive discounts, and give back with a paid volunteering day. Plus, benefit from a generous pension contribution.
We’re more than a workplace, we’re a place to thrive. 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.
As the first energy company to install a smart meter, we’ve helped millions to save £££s on their energy. With personalised energy saving advice, top-notch customer service and our award-winning app, My Utilita, it’s no reason we’re the UK’s #1 PAYG energy supplier. But smart tech isn’t what got us to where we are – that’s down to great people. Our core values drive our innovation to keep us ahead of the curve and pass down the benefits to our customers. We’re always looking for people who share our vision of Smart, Fair and Sustainability.
Contact Centre Manager employer: Utilita Energy Ltd
Contact Detail:
Utilita Energy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Utilita on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Contact Centre Manager role.
✨Tip Number 2
Prepare for the interview by diving deep into data-driven performance management. Brush up on your analytical skills and be ready to discuss how you’ve used data to drive improvements in past roles.
✨Tip Number 3
Showcase your leadership style! Think of examples where you’ve motivated teams or improved customer service. Be ready to share these stories during your interview to demonstrate your fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Utilita team.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Manager role. Highlight your experience in leading high-volume contact centres and any data-driven performance management you've done. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can contribute to our positive, collaborative culture. Don’t forget to mention your leadership style and how you motivate teams.
Showcase Your Data Skills: Since this role has a strong focus on data-driven performance, be sure to include examples of how you've used data to drive improvements in previous roles. We love seeing candidates who can analyse trends and make informed decisions based on data!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Utilita Energy Ltd
✨Know Your Numbers
As a Contact Centre Manager, you'll need to demonstrate your data-driven approach. Brush up on key performance metrics relevant to contact centres, such as average handling time and customer satisfaction scores. Be ready to discuss how you've used data to drive improvements in past roles.
✨Showcase Your Leadership Style
This role requires confident leadership, so think about examples that highlight your ability to motivate and develop teams. Prepare stories that illustrate how you've fostered a positive, collaborative culture in previous positions, and be ready to discuss your approach to team management.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of specific scenarios where you had to make quick decisions or resolve conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Align with Company Values
Utilita values diversity and sustainability, so do your homework on their core values. Be prepared to discuss how your personal values align with theirs and how you can contribute to their mission of providing smart, fair energy solutions. This will show that you're not just a fit for the role, but for the company culture too.
