Customer Service Team Lead Remote
Job description
This is an exciting opportunity for an experienced Customer Service Team Lead to join GRIDSERVE at an exciting time of growth. In this role you will lead and develop a brand new team to deliver exceptional service for our customers.
GRIDSERVE® is a tech-enabled sustainable energy business whose purpose is to deliver sustainable energy on the scale needed to move the needle on climate change!
Headquartered in the UK, the multi-award-winning company has been predicated on sustainability, while its guiding values around people, product and the environment are proactively used to guide every decision from top to bottom. GRIDSERVE believes a better and more sustainable future is within our reach. Now is our time to #deliver.
Key Responsibilities
- Assist with hiring and training employees, to build a high performing team.
- Motivating, coaching, and continually developing your team to deliver excellence through every interaction. Provide ongoing coaching and feedback to improve individual and team performance.
- Creating a productive, supportive, and positive working environment for the team, using online resources.
- Handle escalated customer issues that cannot be resolved by customer service representatives. Ensure prompt resolution and customer satisfaction while adhering to company policies.
- Prepare regular reports on team performance, customer satisfaction, and other relevant metrics. Present findings to management, highlighting trends, challenges, and opportunities for improvement.
- Manage key performance targets, ensuring our customers receive both the quality and efficiency required. Identify areas for improvement and implement strategies to enhance team performance.
- Design your own learning and development plan, leaning on Managers and resources to plan out your future within GRIDSERVE.
- Become a GRIDSERVE ambassador, ensuring, where relevant, that our products and services are signposted through customer interactions.
Essential Skills and Experience Required
- Bachelor's degree in business administration, or a related field and or equivalent work experience with a minimum 2 years’ experience in a similar role, working with various customer contact tools and ideally within a contact centre.
- Proven experience of leading, coaching and developing a team.
- Self-driven, focused, results and quality oriented.
- Strong organisational and decision-making skills, with the ability and flexibility to manage change and the determination and competitive nature to achieve business objectives.
- Able to approach work with positive energy and integrity.
- The ability to foster self-motivation to achieve tight deadlines.
- Ability to analyse data and generate meaningful insights.
- A passion for Customer Care and the ability to negotiate and balance customer needs with business objectives.
- Ability to work under pressure and handle difficult customer situations.
- Experience using Microsoft Dynamics 365 is desirable.
- Flexibility to work in shifts, including evenings and/or weekends, as required.
*Full Job-description and person specification available on request
Life at GRIDSERVE
We value every one of our awesome GRIDSERVERs and the contribution they make towards delivering our mission. We put our people before profits and sustainability before sales. Our customers, employees (GRIDSERVERs) and partners are at the centre of everything we do.
Fostering an inclusive culture means we benefit from a wider range of perspectives, experiences, and skills creating a happier and more productive working environment for us all.
GRIDSERVE® is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond.
Company Culture & Values
GRIDSERVE® prides itself in providing a workplace that is friendly, encourages creativity and independence, empowering each team member to work at their best. We are passionate with an entrepreneurial spirit, hard-working but always find time to ‘let our hair down’. Our Iver office is set in a private estate with lavish open grounds providing a great environment to work in.
We aim to work with Awesome people who align with our values to achieve greater results. Consider the values below and ask how well these resonate with the principles you hold.
Be Awesome - We aim to delight: ‘great’ is our minimum bar
Positively Charged - We are positive people who approach life and every task full of healthy energy
Synergy Seekers - We have each other’s back, and appreciate that the whole is greater than the sum of its parts
Legacy Creators - We strive to deliver positive change through strong ethics and sustainable choices
Straight Up - We are open, honest, direct people who accept responsibility and sweep nothing under the carpet
Risk Mitigators - We stack the odds in our favour by taking risks we have the ability to influence
Thought Leaders - We have the strength and conviction to create a better path, and to follow gut instincts
Solutions Focused - We embrace problems as opportunities and focus our time and energy on solutions
Company Benefits
- Private Healthcare via BUPA for employee and their partner/children, paid by GRIDSERVE
- Company Share Scheme
- Generous Annual leave- 25 days plus bank holidays
- Group Life Insurance – 4 x base salary paid to beneficiary
- Contributory Pension Scheme – 5% by Employee and 5% by GRIDSERVE
- Group Income Protection Scheme
- Generous Maternity and Paternity Pay
- Access to mental health services including counselling for you and the family
- Access to Private GP 24/7 and Nurse via BUPA
- Probate Services & Bereavement Counselling
- Recruitment Referral Fee
- GRIDSERVE Car Referral Scheme
- Bike to Work Scheme
Job Types: Full-time, Permanent
Salary: £30,000.00-£34,000.00 per year
Schedule:
- Weekend availability
Supplemental pay types:
- Bonus scheme
Experience:
- Customer Service: 2 years (preferred)
- Team management: 2 years (preferred)
Work Location: Remote
Application deadline: 14/07/2023
Expected start date: 01/09/2023
