Contact Centre Team Leader
Contact Centre Team Leader
Bristol
The OVO Group's purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the 'Leading Employer in the UK' by 2030. If you think you could be the talent we're looking for, then come and join the adventure!
We launched in 2009 with a mission to change energy for the better. Since then, we've welcomed over a million members, planted a million trees, and set our sights on helping save the planet.
As a Group, we're working to become a net zero carbon business by 2030, while helping our OVO Energy members halve their carbon footprints at the same time.
Green energy and technology are great tools to fight the climate crisis with. But it's people power that will rewrite history.
So, we're building a zero carbon team inside and out. Of people who share our values, feel inspired by our mission, and want to make change happen. When you work for OVO, it's not just a job. It's the work of a lifetime. And we want the sharpest minds to help.
Up for the challenge?
Where in the world of OVO will I be working?
Working within the Customer Service team at OVO Energy, you'll be responsible for leading our Customer Care teams in delivering an award-winning service we can be proud of. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019!
Your team are the first contact our customers have with OVO and it will be your responsibility to ensure your team get our customers the help they need either by phone or email.
What will I be doing?
As a Team Leader in the Contact Centre, your role is to encourage performance in, arguably, the most important team here at OVO. Your key focus will be leading your team in maintaining the dynamic, customer-centric culture that has driven our success to date.
Key responsibilities include:
- Training, developing and mentoring your team to reach their full potential in delivering excellent customer service as efficiently as possible
- Ensuring communications to customers are of the highest quality
- Using daily performance statistics to review and assess your team's quality and efficiency; ensuring actions for improvement are put in place when required
- Handling any customer concerns and resolving them in a timely manner
- Continually highlighting and seeking to close any gaps in service delivery or processes to ensure an excellent customer experience
- Applying performance and conduct management procedures when required to ensure underperformance is addressed and eradicated
- Managing your team members in an encouraging manner in line with company HR policies
- Being a champion for change and leading the way in embedding new process and services.
Our Contact Centre is open from 8am - 6:15pm, Monday - Friday and on Saturdays from 9am - 5pm, so working hours are based on these times.
Is this the job for me?
Our customers are at the heart of everything we do. We're looking for people who are able to build a good rapport with customers and colleagues and are willing to go above and beyond to keep their team and our customers happy. It's important that you have experience in managing a team within a vibrant contact centre environment.
Most importantly though, you'll share the qualities that have inspired our accomplishments so far. Firstly, you're a people person and a reliable teammate. You're adaptable and a clear communicator, able to tailor your approach dependent on each individual team member.
You will have:
- A clear understanding of contact centre metrics, how they impact the business and how to drive improvements in these areas
- A passion for customer service and getting it right for our customers
- Excellent problem-solving skills and the ability to identify root causes and impacts
- Experience in mentoring and developing team members and confidence in influencing and managing them through challenges and change
Life at OVO can change every single day and your team will have a range of targets they need to meet, so you'll need to be comfortable in a fast-paced environment and supporting your team in achieving key objectives.
You'll be reliable and keen to muck in with the rest of the team. Throw in lots of initiative, passion and a positive, solutions-oriented approach and there's a good chance you'll thrive at OVO.
From us you'll get*
- An annual discretionary 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 kick-in once you have passed probation which can be up to 6 months after your start date.
We want the best people
At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.
We're keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.
We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure???we'd love to hear from you.
Other organisations Customer Service Team Leader, Contact Centre Supervisor, Customer Service Supervisor, Team Leader, or Customer Experience Team Leader.
This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency
Bristol
The OVO Group's purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the 'Leading Employer in the UK' by 2030. If you think you could be the talent we're looking for, then come and join the adventure!
We launched in 2009 with a mission to change energy for the better. Since then, we've welcomed over a million members, planted a million trees, and set our sights on helping save the planet.
As a Group, we're working to become a net zero carbon business by 2030, while helping our OVO Energy members halve their carbon footprints at the same time.
Green energy and technology are great tools to fight the climate crisis with. But it's people power that will rewrite history.
So, we're building a zero carbon team inside and out. Of people who share our values, feel inspired by our mission, and want to make change happen. When you work for OVO, it's not just a job. It's the work of a lifetime. And we want the sharpest minds to help.
Up for the challenge?
Where in the world of OVO will I be working?
Working within the Customer Service team at OVO Energy, you'll be responsible for leading our Customer Care teams in delivering an award-winning service we can be proud of. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019!
Your team are the first contact our customers have with OVO and it will be your responsibility to ensure your team get our customers the help they need either by phone or email.
What will I be doing?
As a Team Leader in the Contact Centre, your role is to encourage performance in, arguably, the most important team here at OVO. Your key focus will be leading your team in maintaining the dynamic, customer-centric culture that has driven our success to date.
Key responsibilities include:
- Training, developing and mentoring your team to reach their full potential in delivering excellent customer service as efficiently as possible
- Ensuring communications to customers are of the highest quality
- Using daily performance statistics to review and assess your team's quality and efficiency; ensuring actions for improvement are put in place when required
- Handling any customer concerns and resolving them in a timely manner
- Continually highlighting and seeking to close any gaps in service delivery or processes to ensure an excellent customer experience
- Applying performance and conduct management procedures when required to ensure underperformance is addressed and eradicated
- Managing your team members in an encouraging manner in line with company HR policies
- Being a champion for change and leading the way in embedding new process and services.
Our Contact Centre is open from 8am - 6:15pm, Monday - Friday and on Saturdays from 9am - 5pm, so working hours are based on these times.
Is this the job for me?
Our customers are at the heart of everything we do. We're looking for people who are able to build a good rapport with customers and colleagues and are willing to go above and beyond to keep their team and our customers happy. It's important that you have experience in managing a team within a vibrant contact centre environment.
Most importantly though, you'll share the qualities that have inspired our accomplishments so far. Firstly, you're a people person and a reliable teammate. You're adaptable and a clear communicator, able to tailor your approach dependent on each individual team member.
You will have:
- A clear understanding of contact centre metrics, how they impact the business and how to drive improvements in these areas
- A passion for customer service and getting it right for our customers
- Excellent problem-solving skills and the ability to identify root causes and impacts
- Experience in mentoring and developing team members and confidence in influencing and managing them through challenges and change
Life at OVO can change every single day and your team will have a range of targets they need to meet, so you'll need to be comfortable in a fast-paced environment and supporting your team in achieving key objectives.
You'll be reliable and keen to muck in with the rest of the team. Throw in lots of initiative, passion and a positive, solutions-oriented approach and there's a good chance you'll thrive at OVO.
From us you'll get*
- An annual discretionary 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 kick-in once you have passed probation which can be up to 6 months after your start date.
We want the best people
At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.
We're keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.
We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure???we'd love to hear from you.
Other organisations Customer Service Team Leader, Contact Centre Supervisor, Customer Service Supervisor, Team Leader, or Customer Experience Team Leader.
This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency