About the role
As we are an essential service, we are continuing to operate throughout the Covid19 pandemic, we need you so we can continue to be there for our customers.
We have exciting team management opportunities to join our contact centre team and share our vision to create the best experience for our customers.
In this role you will be working in a busy blended environment, managing a team of high performing Customer Service Advisors. You will be responsible for driving operational performance in your team, as well as supporting our people to take ownership of customer issues, driving the first-time resolution. This is an exciting time to join the business, high levels of investment have been made with the implementation of a brand-new state of the art billing system. As part of a period of investment and growth our Team Manager positions have been created in order to drive performance, quality and to invest in supporting our customer service advisors and customers.
Key Accountabilities:
People Leadership/Performance management: You will set high standards and carry out quality monitoring to ensure we are getting it right the first time for our customers. Through regular 1-2-1s, planned and ‘in the moment’ coaching sessions, you will use performance data to lead an improvement in your team’s performance and experience of our customers.
Deliver Customer Outcomes: You will share and weave your contagious passion into everything, so our customers are truly at the heart of what we do. You will also lead by example and manage escalated and sensitive customer complaints.
Engagement: It can be a challenging environment that requires constant prioritisation and balancing of service levels. You will need to keep your team engaged and motivated to get it right for our customers. You will be a strong influencer and able to communicate at all levels.
Leading change: As we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team, so they become reality.
You will be working 36 hours per week between the hours of 8 am and 8 pm Monday - Friday. You will also be required to work 1 in 3 Saturdays; for this, you will be given time off in the week.
To be successful you will have the following skills and experience:
- Passionate about getting it right the first time for customers.
- You must be a motivated person with a positive approach.
- Demonstrable, strong leadership skills with experience of leading a high performing team.
- Be able to coach and performance manage your team to get the best for customers.
- Inspire and motivate your team.
- Have a high level of resilience and be tenacious, ready for your next challenge.
- Enjoy change and leading a team in a changing environment.
- A strong preference for drinking tap water over bottled and commitment to not flush wet wipes down the toilet would also help your chances!