Customer Service Team Manager - Energy Sector

Posted 6 February by SiTEL Featured

Customer Service Team Manager - Energy Sector

"You can expect no two days to be the same when you work in one of our Customer Service Centres as a Team Manager. Working on behalf of the UK’s largest energy companies, our team serves thousands of customers each week, covering a wide range of enquiries to do with their domestic energy accounts and our aim in every single interaction is to always deliver excellence"

This is an exciting opportunity to join SITEL Newcastle at our award winning contact centre,

You will play a pivotal role in the performance and continuous operational improvement of services for our client a leading energy provider; ensuring the success of your team and the client’s customer service offering. Reporting into an Operations Manager, you will work in partnership on both the day to day management of the operation as well as innovations to drive our clients work forward. You will hold a visible position on site for both our client and amongst the wider Newcastle team.

Your main responsibility is to lead, motivate, coach and support your team to succeed against qualitative and quantitative targets, whilst ensuring full compliance with all business and client procedures.

Key responsibilities:


Direct responsibility in recruitment, selection, training and on-going skills development for all Advisors in the team to ensure that we attract and retain the very best talent

Apply a process of continuous review and proactive management of absenteeism and attrition
continually review and monitor work performance against agreed KPIs, instigating appropriate corrective action, using performance management tools

Undertake individual monthly performance reviews, 1:1 meetings and team meetings to ensure achievement of business objectives

Ensure Advisors are recognised and rewarded for outstanding achievements and performance in line with SITEL’s mission and values

Facilitate a culture of open and honest two-way communication to encourage feedback and sharing of ideas

Experience Target:

People management experience, preferably in a customer service environment

Skills:

Demonstrable leadership skills with the ability to motivate and engage

Excellent people development and communication skills

Experience of achieving proven results against KPIs

Analytical and problem solving skills

Strong organisational aptitude and proven time management skills

Motivated, pro-active and enthusiastic in approach

Good numeric and verbal reasoning skills

Effective time management

Excellent problem solving skills

Extensive knowledge of Microsoft packages

Benefits:

Salary £18,000 - £20,000 plus eligibility for non contractual bonus paid after 3 months

Fully paid training

Career progression; we encourage our employees to develop and progress within our business and look to our own talent pool when positions become available

Additional holiday buying scheme

Pension scheme

Q Card Discount Membership

Employee Assistance Programme

Free fruit Monday

Required skills

  • Coaching
  • Contact Centre
  • Performance Management
  • Team Leader
  • Team Management

Reference: 34408945

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