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Customer Service Manager (retail energy)

Posted 5 February by Utility People Featured Ended

Role: Customer Service Manager (retail energy)

Location: Surrey

Salary: £45,000 DOE

Do you have experience in delivering exceptional customer service and leadership skills? You will be working for a start-up energy business whose customers will own a stake in the business. The Customer Service Manager will be a member of the management team responsible for putting in place systems and processes, recruiting a team of CSAs, and providing an exceptional journey for customers. This is a real opportunity for someone looking for a senior Customer Service Manager role, with the potential to participate in the company’s share option scheme. If you have relevant experience, send us your CV today! In your application, please briefly outline how you meet the skills and experience criteria set out below.

Key responsibilities:

  • Call centre management
  • Provide day to day management of, motivation and support to Customer service advisors
  • Monitor customer contact volumes and allocate resources to match demand
  • Monitor the performance of each customer service advisor and coach as necessary
  • Ensure the provision of consistently outstanding levels of customer service to Customers through all media including website, telephone, email and webchat, etc
  • Be the escalation point, and handle customer complaints through to satisfactory resolution
  • Analysis; track and report on service levels at half hour intervals, daily and monthly
  • Hire and train new staff
  • Feed into the senior management team as required
  • Other reasonable tasks as and when required by the business

Skills and Experience Required

  • Significant customer services management experience
  • Experienced in customer services within the B2C energy industry
  • Must be confident communicating at all levels
  • Understanding the workings of utility billing and collection processes
  • Experience using customer services IT systems and MS Office
  • Leadership skills
  • Able to travel in UK

Reference: 34400772

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