Contact Centre Team Lead - Salford, United Kingdom - Leep Utilities

Leep Utilities

Verified Company

Salford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

ROLE PURPOSE
Leep Utilities owns and operates regulated and non-regulated multi-utility networks across the UK.

With sites in MediaCityUK, Liverpool Waters and Canary Wharf, our broad range of capabilities includes electricity, water and wastewater, alongside heating, cooling and hot water services.

Leep is the result of a joint venture between the independent mid-market infrastructure investment manager, Ancala Partners LLP and one of the UK's leading private real estate investment and infrastructure companies, The Peel Group.

We deliver straightforward connections throughout the UK and hold the relevant licenses that allow us to adopt regulated utilities on new developments.

Reporting directly to the Head of Customer Services and Collections, this role is responsible for the direct line management of a team of Customer Service agents, as well as driving service improvements in our busy Contact Centre in Exchange Quay.

PRINCIPLE DUTIES & RESPONSIBILITIES

Motivate and lead a team to drive customer service KPIs and standards.
Support Customer Service centre in delivery of the KPIs
Support with escalated customer queries and complaints
Provide coaching and training to address key customer pain points
Maximise productivity through engaging 121s
Prepare and deliver monthly team meetings to raise awareness of KPIs and wider business focuses
Monitor and evaluate live telephony resource to meet customer demand
Promote selfdevelopment and training opportunities to direct reports and wider team
Workflow management across Temporary Agent team
Document and deliver processes to drive exceptional customer experiences
Idea generation and continuous improvement.
Ad hoc duties as and when required.

KNOWLEDGE & SKILLS REQUIRED

Good core IT skills inclusive of knowledge of Microsoft Word, Excel and Mail Merge
Strong written and verbal communication skills
Good interpersonal skills and the ability to respond to verbal and written queries across Leep Utilities portfolio of sites in an efficient and effective manner
The ability to work independently and as part of a team
Proactively builds ongoing relationships with internal and external customers and stakeholders
Ability to adapt as priorities/demands change and initiate actions.
A continuous improvement mindset
Experience in people management e.g. appraisals and performance management

Keep the Leep values at the front of your mind in everything you do

Safety
Customer Promise
Accountability
Reliability
Respect
Flexibility

BENEFITS OF WORKING WITH LEEP
Leep believes in stable growth and putting people first. Our 5 year strategic growth plan gives us both stability today and an amazing outlook for the future. We have a very friendly, supportive and collaborative culture here at Leep, which you could be a part of You will also benefit from

25 days holiday + bank holidays
Company pension plan
Health Cash Plan
Collaborative and supportive company culture
Team social events
Fresh fruit baskets delivered to the office twice a week

Come and join us today

Job Types:
Full-time, Fixed term contract

Contract length: 9 months

Salary:
Up to £35,000.00 per year

Schedule: