Customer Support Team Leader

We are looking for a leader - someone loves working with a team, ensuring they are performing and motivated, by being an approachable and driven manager. Someone who will lead by example and create a professional yet friendly atmosphere.

The Role:

You will lead a team of Customer Relationship Managers (3 - 5), ensuring high-quality service delivery to strategic accounts throughout their journey. You will liaise with internal and external stakeholders, playing a crucial role in the operational success of the business.

Key Responsibilities:

• Assist the Customer Support Manager in managing department operations.
• Monitor and report on essential team metrics such as billed values, debt levels, portfolio health, and performance.
• Implement necessary adjustments within the team to meet changing business demands.
• Conduct regular individual reviews and set team objectives.
• Participate in hiring new team members.
• Foster team morale, motivation, and performance.
• Manage the distribution of new customers across the portfolio.
• Communicate important company updates, system changes, and procedural adjustments to internal and external parties.
• Serve as a point of escalation for internal and external concerns.
• Mentor team members to enhance customer interaction quality, including direct coaching on calls and reviewing email communications to ensure first contact resolution.

Ideal Candidate:

• Proficient with Microsoft Office tools, particularly Excel and PowerPoint.
• Exceptional attention to detail.
• Strong analytical skills and numeracy.
• Proven experience in team management and leadership.
• Excellent communication skills, both verbal and written.
• Capable of prioritizing and managing multiple responsibilities effectively.
• Experience in the energy sector, especially in commercial supply contracts, is preferred.

Benefits:

• 25 days of annual leave plus bank holidays.
• Up to 10% bonus - paid annually
• Hybrid working model (3 days in-office, 2 days remote).
• Contributory pension scheme.
• Life and medical insurance.
• Employee Assistance Program.
• Access to a comprehensive perks package.