About firmus energy
Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to Net Zero, and were looking for passionate individuals to join us at the forefront of this change. As part of our team, youll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment.
Role Overview
Based at our Mallusk office and reporting to the Head of Customer Experience, the Customer Experience Team Leader is responsible for leading, motivating and developing a team to deliver excellent customer service and achieve operational objectives. The role requires effective people management, performance coaching, customer issue resolution, and continuous improvement of processes to ensure a high-quality service is provided to customers.
The successful candidate will create a positive and high-performing team culture, ensuring business targets, service standards and compliance requirements are consistently met.
Key Responsibilities
Team Leadership
- Lead, motivate and support a team to achieve individual and team objectives.
- Foster a positive, inclusive and high-performance culture.
- Conduct regular one-to-ones, team meetings and performance reviews.
- Coach and develop team members to maximise performance and career development opportunities.
- Manage attendance, conduct, wellbeing and employee engagement in line with company policies.
Performance Management
- Monitor and analyse team and individual performance metrics.
- Identify performance trends and implement improvement plans where required.
- Recognise and reward excellent performance.
- Ensure productivity, quality and customer service targets are achieved.
Customer Experience
- Support team members in handling complex customer interactions and escalations.
- Ensure customers receive a professional, efficient and empathetic service.
- Identify opportunities to improve the customer journey and overall customer satisfaction.
- Manage customer complaints and ensure timely resolution.
Operational Excellence
- Ensure adherence to company procedures, policies and regulatory requirements.
- Support the implementation of operational changes and continuous improvement initiatives.
- Identify process inefficiencies and work with stakeholders to develop solutions.
- Maintain accurate records and ensure team compliance with business requirements.
Stakeholder Management
- Build effective working relationships across departments.
- Communicate business updates, objectives and changes effectively to the team.
- Collaborate with internal stakeholders to improve service delivery and customer outcomes.
Essential Criteria
- Previous experience in a Team Leader or people management role.
- Proven ability to motivate, coach and develop employees.
- Experience managing performance, attendance and employee engagement.
- Strong customer service background with experience handling escalated issues.
- Ability to analyse data and performance metrics to drive improvements.
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving abilities.
- Ability to work effectively in a fast-paced environment.
- Competent in Microsoft Office applications and business systems.
Desirable Criteria
- Experience within the utilities sector.
- Electricity industry experience.
- Experience working within a customer contact centre or operational environment.
- Knowledge of regulatory and compliance requirements.
- Experience leading change initiatives and process improvement activities.
Benefits
Enhanced annual leave
Up to 15% performance bonus
Hybrid working after training
Private Medical Cover
Enhanced pension plan
Life assurance
Group income protection
Enhanced maternity benefits
Enhanced sick pay
Recognition programs
Career Progression
Dedicated development opportunities
Training and upskilling support
On-Site Facilities
Free on-site parking
Electric car charging points
New modern office space
High tech workstations
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