Customer Service Team Leader

We are currently working with One Utility Bill to find a Customer Support Team Leader to join the team in Byker, with a salary of £27,950 - £32,250.

The Customer Support team is at the core of One Utility Bill. As a Customer Support Team Leader, your determination, dedication and personal approach will give the team and customer’s confidence that you will get right to the root of their problem.

You will report to the manager of the Customer Support team, who will help you develop your leadership and management skills. Phone lines are open between 8am and 6pm Monday to Saturday (rotating Saturday shifts roughly 1 in 3).

The team scored them a whopping 8.5 out of 10 for "I recommend One Utility Bill as a place to work" in the last employee engagement survey.

What’s in it for you:

• Salary increase each year to say thanks!
• 25 days holiday each year, plus the usual bank holidays. Too many? Too few? You can buy or sell up to 5 per year.

• Access to a shiny employee discounts platform, Magpie.

• Up to £1,500 for direct business benefit learning of your choice.

• A paid volunteering day with the company's chosen charities or a charity close to your heart.

• Access to Simply Health for 24/7 access to private GP and counselling services and many more health benefits.

• Saving you money on your commute to work with our nifty corporate travel with Nexus and Go North East.

• Prefer two wheels? Get yourself a new set with the Cycle to Work scheme.

• Enhanced Pension contributions once you’ve been with One Utility Bill for 3 years.

• Free independent mortgage advice from Charles Cameron & Associates.

• Lots of socials like weekly football and badminton games, team activities and fundraising events to support chosen charities, Newcastle West End Foodbank and Newcastle Dog and Cat Shelter. Do you see yourself as the next Bob Ross of our next Paint & Sip night or taking the crown in an annual table tennis competition?

• One Utility Bill are also proud sponsors of our neighbours Ouseburn Community Farm which means they get to walk their goats.

A little bit One Utility Bill:

One Utility Bill are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game-changer.

It’s also a great place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

What you’ll be doing:

The Customer Support team is on the frontline, making this a role for the cool, calm and collected. Customers rely on the team to ensure that all their utilities are out of sight, and out of mind, so when things go wrong, this can impact their everyday lives. This means you’ll face plenty of challenges, from frustrated and upset customers to unexpected issues, so you will need a lot of patience and genuine empathy to help put a smile back on customers’ faces.

As a Team Leader, you will be responsible for managing a small team within the Customer Support team. This will involve assigning and managing projects, 121’s, delegating tasks, and ensuring that your team is performing to the best of their ability so that monthly KPIs are hit.

Your composure, communication and organisational skills will allow you to prepare your team for high volumes of inbound calls, emails and live chats, and any potential challenges you may face.

Core Responsibilities:

• Managing and developing members of the Customer Support team.
• Answering inbound calls, live chats and emails as well as outbound communication.
• Raising absences on behalf of team members and conducting return to work meetings.
• Rota management and assisting in recruitment and onboarding.
• Holding one-to-one sessions with team members.
• Leading weekly team meetings for training.
• Completing team performance analysis as well as weekly and monthly reporting on KPIs.
• Requesting reports and carrying out audits in our database.
• Quality assurance and call coaching.
• Being the first point of contact for the team for advice on handling difficult customer queries and escalations.
• Complaint handling and resolution.
• Updating our internal CRM accurately and ensuring detailed notes are made after every

contact with a customer.

• Creating training documents for the Customer Support team.
• Working to reduce customers debt exposure by handling missed payments, managing high-risk packages and negative final balances.
• Working closely with team leaders and managers from other departments to improve internal processes.

A little bit about you:

• At least 2 years' experience in customer service.
• Excellent communication skills, written and verbal.
• A professional telephone manner.
• Time management skills, with the ability to multitask.
• People management skills to develop your team and improve their performance.
• Troubleshooting and problem-solving skills.
• Resilience, understanding, patience and empathy.

If you are interested in this Customer Support Team Leader role, click 'apply now’ and a member of our team will be in touch!