Team Leader (Contact Centre)

Salary: Up to £30,000 depending on experience

Hours: Full Time, 37.5 Hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

This is the start of an exciting new phase of growth for Bristol Energy. We’re looking for purposeful, brave and curious people who want to be connected with the energy sector and our local community. Your hard work will help us be a sustainable energy company that puts social value at its heart.

As one of our Team Leaders, you’ll have opportunity to support on process improvements and lead on initiatives that improve customer service or help to engage and motivate our colleagues.

Your main accountabilities will be to:

  • Manage all aspects of the team including work allocation, rotas, quality monitoring and escalations

  • Act as a coach to ensure every advisor has the knowledge and skills to perform in their roles

  • Ensure that all customer interactions are compliant with company policy and industry regulations

  • Monitor the team’s performance by ongoing reporting and monitoring against KPIs

  • Support all operational teams, and liaise with other managers, team leaders and process experts

  • Support the team’s performance through regular reviews and 121s

  • Manage and conduct, sickness, performance, grievance issues in line with company policy and with support from the People Team

  • Regularly undertake call and email quality monitoring and provide high quality feedback to team

  • Contribute to the design and implementation of new processes and documentation

  • Identify and share any opportunities for improvement within the team and more widely within Bristol Energy

  • Recruit new employees into the team and be responsible for new starter training and induction

  • Be involved in other activities which support the day to day operation of the team and Bristol Energy

About you

You must have:

  • A minimum of two years experience as a Team Leader within a contact centre or customer service environment

  • An ability to coach, develop and motivate a team to perform in line with the team’s objectives and encourage effective teamworking in a busy and challenging environment

  • Strong communication skills both written and verbal and an ability to effectively share information in the appropriate channels and ensure collection of feedback from the team

  • An ability to show empathy and understanding towards your team and colleagues within the wider business

  • An ability to be a role model for offering exceptional customer service and experience in resolving complex customer issues effectively

  • Excellent organisational skills and the ability to manage time effectively

  • A curious mind to seek out solutions and a keen problem-solving ability

  • Experience of working in complex and regulated environments

You will ideally have:

  • Experience of working within the energy industry
  • An expert knowledge in one or more key functions within the energy industry
  • Experience of recruitment and selection
  • A clear social awareness
  • Experience of engaging, establishing and maintaining good working relationships with third parties

Application details

Please submit your CV with a short covering letter to joinourteam@bristol-energy.co.uk with the job title in the subject field.