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OVO Energy
,
Bristol, Bristol
Customer Service Team Leader - future opportunities
Overview
Job Description
OVO Group is an innovative energy technology company with a mission to make clean energy affordable and available to everyone. Its core business, OVO Energy is the leading alternative energy supplier in the UK providing power and gas to 1.5m customers (Including Boost Power). In addition OVO Group provides a range of energy related technologies and services such as home heating insurance and intelligent energy products. Where in the world of OVO will I be working? You'll be working as part of the Customer Service team at OVO Energy. The key focus of Customer Service is to place the customer at the heart of everything we do, and continually drive improvements in their experience of OVO. As a Team Leader in the Contact Centre, you'll be driving performance in arguably the most important team here at OVO. We are growing our team and that means there's a lot of work to be done, so there is a real opportunity for you to have an impact on the team. What will I be doing? Your key focus will be leading your team in delivering excellent customer service. This role sits at the front line of customer service delivery in the Contact Centre, where customers have the option to contact us by email or phone. Key responsibilities include * Training, developing and coaching Customer Service Agents to reach their full potential in delivering excellent customer service as efficiently as possible. * Monitoring work completed by Customer Service Agents to ensure all communications to customers are of the highest quality. * Reviewing the productivity of Customer Service Agents using daily performance statistics. * Translating performance statistics into actions required for the ongoing improvement of productivity and quality. * Solving escalated customer queries, ensuring satisfactory resolution. * Continually highlighting and seeking to close any gaps in service delivery or processes which may be hindering the customer experience. * Applying performance and conduct management procedures as necessary to ensure underperformance is addressed and eradicated. Do I have what it takes? You'll need to have a minimum of 12 months Team Leader experience. You will have a good understanding of what it's like to work in a contact centre and the kind of pressure your team will face. It would be brilliant if you have worked in the energy industry previously but it is not essential. You'll need to be passionate about customer service and be able to put yourself in our customer's shoes and do what is right for them. We also would like you to be flexible, reliable and keen to muck in with the rest of the team. We'll give you all the training you need, as well as ongoing development and support. Our contact centre is open from 8am-8pm Monday-Friday and on weekends from 9am-6pm so working hours are based on these times. OVO believes in fueling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo: we want to be the good guys, find a way, and build something great. We embrace simplicity, transparency, and treating people and our planet fairly. We understand that attracting and keeping the best talent is key to our bright future, so our people will always share in our success. Our benefits are pretty nice too. From us you'll get ... * A competitive salary * Discretionary performance based bonus (*) * 4% of your salary to spend on flexible lifestyle benefits (*) * 5% matched employer contribution to your pension * 25 days holiday + 1 for your birthday * Flexible working hours * And many more... (*) Please note that certain benefits commence once you have passed probation which can be up to 6 months after your start date.