Customer Complaints Team Leader Birmingham
Job description
Company Description Hours: 40 hours per week, Monday - Friday 8:15 to 17:45 and some Saturdays 8:45am - 16:30pm, Bank Holiday and Sundays 10am to 4pm. Place of work: This is a hybrid role with a minimum of two days per week in the office. Hello, we're Utility Warehouse We're a bunch of great people working together, solving problems and having fun. Together, we strive to find solutions to help the great people around us get on with the things that really matter in life. How? It's simple, we take the headache out of essential home services by providing them all in one place - energy, broadband, mobile, and even insurance. That's one provider, one account, one bill, and lots of savings. We're a truly unique FTSE 250 company with a business model that has real social impact at the heart of it. Being a part of the UW community you'll join a working environment like no other - one where everyone matters - be it our customers, our partners or you, our people. About the role This role sits within our Customer Service function and is key to driving high standards of complaint handling. You'll ensure your team of customer-focussed experts are empowered to work with customers to resolve their complaints. What you'll do Achieve operational KPIs Create a culture that encourages individual autonomy and freedom to solve customers problems Recognise the challenges of being a complaint handler and work to create an environment where your team feels valued and heard. Be driven by data and root cause analysis to uncover trends and themes Work collaboratively with business areas to improve complaint handling and address broken processes and service failures. Drive team engagement, performance and length of service Strong expectation setting Two way communication - represent your team to the company and the company to your team Be organised so your team know what their doing and when About you You'll be results driven and work with your team to ensure the best outcomes are reached for our customers. You'll be passionate about collaborating, working with teams across the business, enhancing relationships and improving processes. A complaints background with at least 2 years experience Proven experience of at least 2 years of leading a hybrid team Experience of Energy knowledge is essential The fine print We'll supply the equipment needed for you to do the role but you will still need a strong internet connection. Our minimum requirement for internet speed is 25Mbps Download and 10Mpbs Upload. A dedicated, quiet work space with a work station, plenty of natural light, access to fresh air and no distractions. This cannot be a communal or space that is shared by other household members. Android phones 9 and later versions Apple phones. Requires iOS 14.0 or later. Don't forget though, you'll need to be currently residing in the UK with eligibility to live and work in the UK too. The perks of working for us! As an award-winning FTSE 250 company we offer stability, recognition and career progression. General Life Insurance up to 4 x your salary Employee Assistance Programme Discounted healthcare and medical cash plans Pension scheme Share options and Save As You Earn Scheme Co-wide end of year bonus Discounts on UW products & services Free virtual fitness classes Free virtual GP service Full remote IT support Four weeks of intensive virtual training and onboarding enabling you to be fully competent in your role within three weeks If you think this is the role for you and want to be part of UW's extraordinary growth, apply now. Additional Information All your information will be kept confidential according to EEO guidelines. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment. Utility Warehouse
