CANDIDATE PROFILE:

The ideal candidate will have at least 12 months of experience in a customer service environment with proven leadership experience. They will possess excellent communication and interpersonal skills, along with strong analytical and problem-solving abilities. The candidate should thrive in a fast-paced setting, effectively managing multiple priorities while driving process improvements and change. Proficiency in Microsoft Office, particularly Excel and PowerPoint, is essential. A proactive and adaptable mindset, coupled with strong leadership and a customer-focused approach, will be key to success in this role.

ABOUT THE ROLE:

We are seeking a highly motivated and experienced Customer Service Team Lead for the front office customer service department. This is a brilliant opportunity for experienced candidates to take the next step in their career, working with the CS Management team to ensure that daily operations of their team run efficiently and effectively with a primary focus of supporting our team members to provide an excellent customer service to our customers.

RESPONSIBILITIES:

• Ensure customers are serviced in a timely manner for management of their energy account.
• Responsibility for day-to-day projects and activities across all operational areas
• Supporting the Customer Service Manager to identify training and development needs, identifying actions and working with other business stakeholders to ensure that individual and team skills and knowledge are developed effectively.
• Supporting the Customer Service Manager to monitor and manage team performance using a variety of tools/methods; interpreting reports, monitoring customer interaction, checking the quality of any output (interaction & process driven).
• Provide effective and consistent communication in the team, encourage feedback and customer insights to enhance the customer experience and onboarding experience.
• Ensures service targets are met, KPIs are continually reviewed, and expectations are met with optimum levels of quality and service delivery.
• Ensures direct reports adhere to industry specific licence conditions and other relevant regulatory requirements (Codes of Practice, GDPR for example).
• Create good relationship with team members and support the Customer Service Manager to motivate team members to deliver a high standard of customer service.
• Deputise for other team leads and managers in their absence.
• Coach and mentor all team members on best practice approach to their roles.
• Act of the first point of contact for team attendance, holiday requests and kronos queries.
• Act of the first point of contact for individual, team and customer issues working with relevant colleagues to find effective solutions.
• Responding to customer queries- answering calls/emails, escalating, following up as required.