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- Tasks: Lead a team to deliver top-notch customer service and resolve queries.
- Company: Utilita Energy is the UK's first energy company focused on helping customers use less energy.
- Benefits: Enjoy remote work, a bonus scheme, 25 days leave, and health care perks.
- Why this job: Join a diverse team that values your growth and offers exciting competitions and community involvement.
- Qualifications: Experience in customer service leadership and a passion for empowering others.
- Other info: Work permit required for non-passport holders; apply via the 'Apply now' button.
The predicted salary is between 24500 - 29500 £ per year.
Location: Remote / Chandlers Ford
Salary: £29,592 per annum
Hours: Monday – Friday, 40 hours per week
Established in 2003, Utilita is the UK's first 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?
- Delivering exceptional customer service to our prepayment customers.
- Coaching and developing staff to be the best they can be.
- Overseeing department KPI’s and SLA’s to ensure they are met.
- Managing and resolving any escalated queries from your team.
- Ensuring company policies and procedures are adhered to at all times.
- Working 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. 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?
- Bonus Scheme: A structured bonus scheme made up of personal and business elements.
- Career progression: Training or a clear progression pathway to help you achieve your goals.
- Win tickets: Exciting competitions to win tickets to shows across the country.
- Time off: Access to 25 days annual leave plus bank holidays.
- Wellbeing: Access to our partnered Unmind App for mental wellbeing support.
- Health care scheme: Includes dental, eye care, and health consultations.
- Employee Assistance Programme: Access to a dedicated GP line and counselling support.
- Exclusive packages: Discounted offers for home Sky TV and broadband packages.
- Giving back: A paid volunteering day every year and involvement in fund-raising opportunities.
- Death in service: Twice your annual salary paid to your designated next of kin.
- Pension: We contribute 4% of your salary when you contribute 5%.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.
Bank or payment details should not be provided when applying for a job. All applications should be made via the 'Apply now' button.
Customer Care Team Leader employer: Utilita Energy
Contact Detail:
Utilita Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Leader
✨Tip Number 1
Familiarise yourself with Utilita Energy's mission and values. Understanding their focus on sustainability and customer empowerment will help you align your answers during interviews, showcasing that you're a good fit for their culture.
✨Tip Number 2
Prepare examples of how you've successfully led teams in the past. Highlight specific instances where you motivated staff or improved customer service metrics, as this role heavily relies on leadership and team development.
✨Tip Number 3
Research common challenges faced in customer care roles, especially in the energy sector. Being able to discuss these challenges and propose solutions will demonstrate your proactive approach and industry knowledge.
✨Tip Number 4
Network with current or former employees of Utilita Energy on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to use in your application and interviews.
We think you need these skills to ace Customer Care Team Leader
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 motivate and develop a team, as well as your focus on customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of Utilita's mission. Mention how your leadership style aligns with their values and how you can contribute to creating efficiencies and improvements within the team.
Highlight Relevant Skills: Emphasise skills that are crucial for the role, such as empathy, adaptability, and problem-solving. Provide examples of how you've successfully managed escalated queries or improved team performance in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are key traits for a Customer Care Team Leader.
How to prepare for a job interview at Utilita Energy
✨Showcase Your Leadership Skills
As a Customer Care Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and developing staff to achieve their best.
✨Understand the Company Values
Utilita Energy places a strong emphasis on smart, fairness, and sustainability. Familiarise yourself with these core values and think about how you can align your experiences and management style with them during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalated customer queries. Think of specific situations where you've resolved conflicts or improved team performance, and be ready to discuss these in detail.
✨Emphasise Your Commitment to Diversity and Inclusion
Utilita champions diversity and an inclusive culture. Be prepared to discuss how you have fostered an inclusive environment in previous roles and how you plan to continue this in your new position.
