Customer Support Team Leader

Customer Support Team Leader
Permanent | £32,572.95 - £37,307.25

The Customer Support team is at the core of One Utility Bill. As one of our Customer Support Team Leaders, your determination, dedication and personal approach will give our team and our customer’s confidence that you will get right to the root of their problem.

By taking on this role, you will be expected to work on Customer Support tasks, as well as leading the team by assigning tasks, improving processes and ensuring KPI’s are hit.

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

Our Customer Support team is on the frontline, making this a role for the cool, calm and collected. Our customers rely on us to ensure that all of their utilities are out of sight, and out of mind, so when things go wrong, this can impact their everyday lives. This means you’ll face plenty of challenges, from frustrated and upset customers to unexpected issues, so you will need a lot of patience and genuine empathy to help put a smile back on our customers’ faces.

As a Team Leader, you will be responsible for managing a small team within the Customer Support team. This will involve live coaching, completing 121’s, delegating tasks, and ensuring that your team is performing to the best of their ability so that monthly KPIs are hit. Your composure, communication & organisational skills will allow you to prepare your team for high volumes of inbound calls, emails and live chats, and any potential challenges you may face.

You’ll be part of a great team, who will support you as you gain experience in handling a wide variety of queries. You will report to the manager of the Customer Support team, who will help you develop your leadership and management skills. Our phone lines are open between 8am and 6pm Monday to Saturday (rotating Saturday shifts roughly 1 in
4).

• Managing & developing members of the Customer Support team

• Answering inbound calls, live chats and emails as well as outbound communication

• Raising absences on behalf of team members and conducting return to work meetings

• Rota management

• Holding one-to-one sessions with team members

• Leading weekly team meetings for training, to discuss updates within the company and any actions that need to be carried forward

• Completing team performance analysis as well as weekly and monthly reporting on KPIs

• Requesting reports and carrying out audits in our database

• Live call coaching

• Being the first point of contact for the team for advice on handling difficult customer queries and escalations

• Complaint handling and resolution

• Updating our internal CRM accurately and ensuring detailed notes are made after every contact with a customer

• Creating training documents for the Customer Support team

• Working closely with team leaders and managers from other departments to improve internal processes

• Assist in recruitment and onboarding

• Demonstrates putting the customer first at all times
• Excellent communication skills, written and verbal
• A professional telephone manner
• Time management skills, with the ability to multitask
• People management skills to develop your team and improve their performance
  Troubleshooting and problem-solving skills
• Resilience, understanding, patience and empathy

As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…

An annual salary of…