Customer Service Team Leader

We are partnering with the UK’s sole Supplier of 100% green gas and renewable electricity who are looking for an experienced Customer Service Team Leader to join their team. You will have a hands-on approach to managing a team of circa 6 Customer Service Advisors who are responsible for managing billing issues and the switching process. As the Customer Service Team Leader, you will support the team to investigate queries as well as to handle escalations and complaints. So, if you are an experienced Customer Service Team Leader who understands their way around an energy customer bill, and can positively motivate a team - APPLY TODAY!!!

Key responsibilities:

• Managing the work-load for a team of six staff
• Acting as a point of escalation for challenging customers
• Conveying company ethos to that team and supporting junior staff with queries
• Answering Customer phone calls
• Calling customers and potential customers
• Responding to customer emails – calling customers who have emailed in
• Monitoring the switch process for electricity and gas customers
• Responding to all front-line queries from customers and potential customers

Skills and experience required:

• Strong Customer Service skills – particularly empathy and communication
• Strong communication skills
• Soft sales skills and ability to show confidence in energy tariff offerings
• Ability to work as part of a team and independently
• Energy/Utilities Industry Experience is desirable
• Maths and Excel skills required