Customer Service Team Manager

The job in a nutshell

Do you want to lead a team in order to deliver consistently high levels of service to our customers? Do you have experience of leading and motivating teams within a customer service and sales environment? Are you a natural problem solver with good initiative?

We have an opportunity for a Team Manager to join us on a fixed term contract for up to 12 months. As a Team Manager you will join our services team to look after our auto-switching customers for our weflip brand to help our customers save time and money!

This is an opportunity to have a direct impact on the service we provide to our customers and the number of customers we are able to help! You will have exposure across a number of areas of the business and really delve into the detail behind the services we provide.

Skills and experience you’ll need to have

  • Team management experience within a customer service and sales environment, ideally 5 years plus
  • Motivating and developing team members
  • Energy sector knowledge
  • Complaint handling experience
  • Ability to work on own initiative and have a logical and methodical approach
  • Being proactive with excellent organisational and time management skills
  • Experience of working to deadlines and SLA’s
  • Ability to work in a fast face environment
  • Communication and listening skills
  • Problem solving skills
  • Good understanding of a customer service and sales environment

What you’ll be responsible for

Working as part of the weflip team, you will be responsible for leading, motivating and developing team members. You will maintain an extensive knowledge of our products, services and markets in order to support the team. Further to this you will be responsible for:

  • Maintaining comprehensive knowledge of our products, services and markets ensuring best practice is shared within the team
  • Regularly coaching team members and conducting reviews to develop proficiency, confidence and dedication
  • Ensuring team development needs are identified and supported and correct recommendations are made
  • Holding regular team meetings to communicate business changes and partnership performance, capture and provide constructive feedback and encourage collaboration
  • Providing regular and accurate management reports to evidence performance and progress against individual, team and department goals
  • Attending and communicating data at operations meetings
  • Working with the wider weflip team including Product and CRM teams
  • Investigating complaints and engaging with suppliers to achieve customer satisfaction

Who you’ll be working with

  • Compliance department to gain guidance and support on quality assurance in relation to customer complaints
  • Relationship managers, Commercial, IT – to ensure resolution of issues/complaints
  • Head of Service - to deliver updates on a monthly basis on quality scores, highlighting issues and training requirements
  • Energy supplier – to resolve customer queries
Go for it
Salary:

Up to £26,500 plus benefits and bonus

Location:

Newport

Job Reference:

gocompare/TP/10505/332

Closing date:

18th July 2020

Contract type:

Fixed term

Contract details:

Fixed term contract - up to 12 months

Working hours:

37.5

Go for it