Position: Customer Service Team Leader
Salary: Annual Incentive Scheme
Ref: 523269_1580294371
Job Type: Permanent
Published On: 29/01/2020
Contact Name: Jenna Jackson
Client: SSE plc

Base Location: Belfast

Salary: from £23,000 - £30,000 depending on skills and experience + annual bonus

Working Pattern: Permanent | Full Time - 37 hours per week

About the Department

Energy Customer Solutions is the face of SSE to our customers in GB and Ireland, providing leading and reliable B2B services as well as leading retail solutions for our B2C customers.

We employ around 250 people directly in Northern Ireland, and we're proud to be an accredited Living Wage employer. Our modern Belfast office is home to 160 employees and offers an exciting working environment, plus all the benefits of being an SSE employee, in the heart of Belfast.

What is the Role?

We have a fantastic opportunity for a Customer Service Team Leader in our Belfast office. As part of this role you will use your leadership, organisational, diagnostic and problem-solving skills and will need to be an effective communicator at all levels, within and beyond your own teams, and with customers. You will be responsible for managing a team who will have set Customer Satisfaction and Call Handling Targets. You will be responsible for managing all aspects of team performance, mentoring and coaching to ensure they are achieving all their objectives. Recruitment & Team development will also be a key part of this role.

You will lead the team in all aspects of our values & commitments, improving and maintaining customer service quality & service level measures. You will motivate and manage your team to ensure productivity, work with colleagues to deliver training; innovation and customer at heart objectives. Leading by example and making real time decisions is a crucial part of this role as we commit to delivering a high-quality service for all customers.

What do I need?

To be successful in this role you must have strong leadership and organisational skills. You must also be self-motivated and willing to motivate team to achieve set targets. Every task completed within this role directly affects a customer, therefore you and your team must always put the customer at the heart of what you do and ensure each customer has a positive experience. You will be a point of contact for any complaints or conflict that may arise. Working knowledge of MS Office (Excel & PowerPoint) is essential. Finally, you should be an individual who has a positive attitude, who works well as part of a team and leads by example through the living our values & commitments.

Please be aware if you are successful, you'll be required to complete our pre-employment screening process before joining SSE.

Our Benefits

We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan and benefits package. Why not watch our short employee benefits video to see what else is on offer?

Next Steps

For more information about this role, or to discuss any adjustments you require to submit your application please get in touch with sse.

About SSE

We all have different skills here at SSE and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if it's not safe, we don't do it'.

SSE is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.

Job Benefits:

Annual Incentive Scheme