Customer Service Team Leader

About Insite

Established in 2009, Insite Energy is a dynamic, fast-growing company that provides services to heat network suppliers in the UK. The services provided include metering & billing of residential customers, the installation (and retrofit) of credit billed and pay-as-you-go equipment, and ongoing maintenance and management of the heat network schemes.

We pride ourselves on our commitment to working as one team to put the customer and client first, delivering a reliable, competitive, and professional service. We are tireless in our efforts to be the best at what we do, which is reflected in our Trustpilot rating. With just over 70 current employees, we are small but mighty, delivering more by working together.

At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.

About the role

The Customer Service Team is responsible for managing all communications with customers, handling all customer queries and / or initiating communications to customers on our clients’ behalf, where credit control is required.

The Customer Service Team Leader is responsible for providing world-class customer service experience to our customers. This role will lead a team of 9 Customer Service Advisors (CSA’s). This key managerial position serves as the senior escalation point at the Peterborough office, reporting directly to the Head of Customer Services.

Duties and responsibilities

• Supervising, training, managing and motivating the CSA team on a daily basis.
• Responsible for managing all performance, conduct or absence management concerns within the CSA team, following the correct company policies procedures and maintaining confidentiality.
• Provide ongoing system and process training and coaching to ensure all CSA’s are kept up to date with new processes and or/system improvements.
• Managing the team rota, ensuring the Customer Service function is adequately resourced during working hours.
• Completing manager call-backs within the required timeframe.
• Escalating system issues and supporting in development of new functions.
• Management of Customer complaints and ensuring complaints are answered within timeframes.
• Acting as an escalation point for complaints and enquiries from Customers/Clients.
• Making suggestions for continuous process improvement.
• Ensure compliance with Data Protection Procedures at all times.

Location and working hours:

• Full-time position (37.5 hours per week).
• Office location: Stuart House, Peterborough (PE1 5DD)

Required skills and attributes:

• Knowledge and experience of the utilities marketplace is a distinct advantage.
• Previous complaint management experience desirable.
• Proven experience in delivering consistent high results, including meeting SLAs.
• Outstanding verbal and written communication skills
• Great organisational skills with an ability to multi-task and manage a varied and diverse workload.
• An ability to stay calm in high-pressure situations.
• Fantastic customer service skills, with an ability to resolve customer complaints effectively.
• An ability to solve any system or process errors and manage small projects.
• Prior team leader experience, including:
  • Experience supporting and coordinating colleagues’ daily activities.
  • Developing a first-class culture delivering high levels of staff retention and engagement.
  • Planning workloads and delegating tasks.
  • Creating a productive work environment for the team.
  • Conducting team member’s one-to-one, assessing performance and providing timely and constructive performance feedback.
  • Delivering training to new team members.
  • Mentoring and coaching CSA’s to bring out the best performance in team members.
  • Experience of following people policies and procedures.
• Excellent time management skills
• Resilient and an ability to bounce back quickly.
• Proactive, positive can-do attitude, good humour and team player.
• Good IT and system skills

Benefits:

• Salary: Up to £34,000 depending on skills and experience
• Holiday Allowance: 25 days of holiday per year, plus English bank and public holidays, plus an additional day of Birthday leave.
• Pension Scheme: Employer pension contribution matched at 4%.
• Employee Assistance Programme (EAP): Free, confidential support available for personal and professional challenges.
• Corporate Social Responsibility (CSR) Programme: "DO RIGHT WITH INSITE" provides up to 2 paid days off per year for volunteering with company-led initiatives. Additional information can be viewed here
• Social Events: Regular company social events, including an annual Summer Party and Christmas Party.
• This benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work-life balance, and community engagement.

Our Values: WOW ME! | OWNERSHIP | ONE TEAM | DEDICATION | RESPECT