Customer Care Team Leader
: Job Details :

Job Title: Customer Care Team Leader

Location: Remote / Chandlers Ford

Salary: £29,592 per annum

Hours: Monday – Friday, 40 hours per week

Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.

Established in 2003, Utilita is the UK's first – and still only - energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology, that empowers households to use and waste less energy, which is good for our customers' pockets and the planet.

Are you an experienced customer service leader or looking to move into managing a team? If yes, then we have a fantastic opportunity for you to join our Contact Centre!

What does this role involve?

As a Customer Care Team Leader, you and your team will be responsible for delivering exceptional customer service to our prepayment customers.

Day to day, you will:

Coach and develop staff to be the best they can be;

Oversee department KPI's and SLA's to ensure they are met;

Manage and resolve any escalated queries from your team;

Ensure company policies and procedures are adhered to at all times;

Work closely with internal departments.

Who are we looking for?

As a people manager, you know what it takes to motivate and empower a successful team. Therefore, you will draw upon your leadership skills to train and develop staff, helping them to be the best versions of themselves.

You will be business focused, with the customer always front and centre and have experience in creating efficiencies and business improvements. You will be a good listener and be able to show empathy and understanding of differing customer needs.

You will be approachable and adaptable and willing to roll up your sleeves when needed.

What can we offer you?

The Important Things! (FYI Benefits available from your first day!)

Bonus Scheme – we offer a structured bonus scheme which is made up of personal and business elements.

Career progression – we want our staff to build up and grow their careers with us.

Win tickets! – we run exciting competitions to win tickets to shows across the country.

Time off – we all need time off to recharge the batteries.

Wellbeing – your wellbeing is very important to us.

Health care scheme – this includes dental, eye care, treatments such as MRI scans.

Employee Assistance Programme – giving you access to a dedicated GP line.

Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.

Giving back - we offer all our staff a paid volunteering day every year.

Death in service – we pay twice your annual salary to your designated next of kin.

Pension – we contribute 4% of your salary when you contribute 5%.

About us

We are the energy company of choice for over 800,000 homes across the UK, who enjoy more visibility and control of their energy usage thanks to Utilita's award-winning app and smart meters.

Utilita is committed to its operations to be net zero by 2030. Our dedication to educating customers on the cleanest and greenest ways to use energy is unmatched.

Our core values are powerful, yet simple: Fairness, Smart and Sustainability!

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