Department: Energy Customer Services
Vacancy type: Permanent
Application deadline: Friday 9th December 2016
External applications: No


We are looking for someone who is passionate about performing to our business targets, giving our members a great experience and making sure that our advisors enjoy what they do.

The role:

Inspire your team to be ‘Proud to be Purple’. Make sure that each team member feels part of our big family, believes they’re valued and is fully signed up to treating each member like their Mum;

You’ll act as your department’s ambassador across the business. You’ll have great relationships with your colleagues so that the needs of your department, and the members that they serve, are met;

Great jobs for great people! You’ll work with the recruitment team so that we have the best advisors who are passionate about the member experience.

You’ll instinctively know what success looks like. You’ll set stretching performance targets for your team and you’ll drive and support them so that these targets are met. Your team will be focused on fixing members’ problems first time (FCR), delivering exceptional service (NPS) and doing it productively (healthy ATH, adherence, low after call work, etc);

Working with the training team you’ll continuously develop the skills and knowledge of your team so that they are able to handle whatever our members throw at them. You’ll know your advisors and team leaders inside out. You’ll identify areas for development through regular 1-2-1s, team leader meetings, staff forums, observation, and looking through reports;

Service delivery:

a. Work with the planning team to ensure that the resource plan (headcount, forecast and schedules) for your department is accurate and supports our aim of answering 95% of calls;

b. Ensure team leaders and advisors stick to the plan (adhere to the schedules);

c. Maintain a productive department where productivity is seen as going hand in hand with a culture of Mum;

You’ll spend much of your time on the call centre floor, especially on busy days, to support your team and help make sure that the operation is running smoothly. You’ll design new initiatives around reward and recognition to improve customer service and staff engagement. You’ll also contribute to the design and implementation of change programmes and projects which impact your department;

We love change! You’ll ensure that changes are fully understood and supported by your team through constant communication and consultation.

Key skills:

Someone who is ‘Proud to be Purple’ and is passionate about the customer experience;

Leadership: someone who leads through informal authority and really cares about the people that they lead;

A great communicator (verbal, written and presentational) who is approachable, emotionally intelligent, and able to connect with a range of different people;

An effective coach who is able to impart exceptional customer services skills;

Great organisational skills: a self-starter who is organised and is great at time management;

Analytical: someone who is able to pinpoint the needs of their team through observation (eg call listening) and reviewing a range of reports;

Someone who is able to make sound judgements.

To apply for this vacancy, please forward your CV to recruitment@utilitywarehouse.co.uk, along with a covering letter explaining why you are the best person for this position.

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