Contact Centre Relationship Manager Eastleigh, England
Job description
Title: Contact Centre Relationship Manager
Department: Customer Service Operations
Location: Chandlers Ford/Hybrid
Salary: £34,522
Hours: 40 Hours per week
Are you an experienced manager who understands the running a contact centre?
Do you have experience in outsourcing either as the client or supplier?
We are looking for someone to join our Customer Service Operations department, where you will be the main point of contact between us and our offshore partners.
What we can offer you?
We offer you all the benefits you’d expect from one of the nation’s biggest and best energy challengers, including: competitive salary, contributory pension scheme, bonus up to 10% of salary and a health care scheme. You’ll also get the chance to work for one of the top CEOs in the UK, as voted for by Glassdoor’s 2022 Employee’s Choice Awards
We aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.
Putting the customer first is part of how we live and breathe at Utilita. Alongside our values – Fairness, Smart and Sustainability – this ethos guides every decision we make.
What does this role involve?
As the Contact Centre Relationship Manager, you’ll act as the liaison for our offshore and UK contact centres to help provide key insight to various heads of department for Utilita.
Day to day, you will;
- create, maintain and distribute regular reports to management both in the UK and our offshore contact centres;
- manage and drive performance targets across our contact centres and ensure all operational goals are achieved;
- help identify continuous improvement opportunities across the various sites (both UK and overseas) and manage them from concept through to implementation;
- update, administer and communicate project plans to senior management and internal & external directors when needed.
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Who are we looking for?
Your up-to-date knowledge of contact centres will enable you to hit the ground running.
Your attention to detail and effective communication skills will enable you to review, interpret and present data in a user-friendly manner.
Previous experience working in a business process outsourcing environment would be advantageous.
The role will require overseas travel to our outsourced partners.
Additional benefits available on your first day!
- Utilita Bonus Scheme, made up of personal and company elements.
- Career progression, 32% of our vacancies in 2022 were filled internally.
- 25 days annual leave plus bank holidays.
- The opportunity to win tickets to major outdoor events with Utilita Extra –including, gigs and shows at the Utilita Newcastle, Sheffield and Birmingham arenas.
- Discounted employee energy tariffs.
- Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
- We are in the process of setting up our own charitable foundation and offer all our staff a paid volunteering day every year. Plus the chance to be involved in various fund-raising opportunities.
- A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
- Death in service, twice your annual salary.
- Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.
About us
Founded in 2003, Utilita is the first – and still only - energy company created to help households use less energy, by giving them better control via digital technology. Which is why we were voted Sustainable Tech Company of the Year 2022 in the Southern Tech 100 companies and our industry-leading smartphone app (USwitch Awards won best app 2018, 2020 and 2022).
Utilita is Britain’s leading Smart Pay as You Go energy provider, with over 800,000 customers, and thanks to having better control, its customers use around 11% less energy than the average bill paying household.
Utilita is committed to becoming a net zero business by 2030 and was named Green Energy Disruptor of the Year at the Better Society Energy Awards in October 2021.
Job Type: Full-time
Salary: £34,522.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Referral programme
- Sick pay
Schedule:
- Day shift
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Eastleigh: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Eastleigh
