Customer Service Team Leader

An exciting opportunity for a customer-focused team leader with experience in customer service, operations management, KPI reporting and staff development. You will support the delivery of energy advice services across North East Scotland.

If you’ve also worked in the following roles, we’d also like to hear from you: Customer Support Team Leader, Service Delivery Team Leader, Advice Centre Supervisor, Contact Centre Team Leader, Customer Operations Team Leader, Call Centre Team Leader, Advice Centre Team Leader

SALARY: £30,750 per annum + Generous Benefits (see below)

LOCATION: Hybrid Working from Home and the Office - Applicants should reside in the North-East and be prepared to work from Aberdeen or Dundee when requested for office-based workdays or in-person meetings

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 35 hours per week, working 5 days out of 7, with core hours from Monday to Friday, 9:00 AM to 5:00 PM

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Team Leader to support the delivery of customer-focused energy advice services across North East Scotland. Working within a busy advice centre environment, you will lead and motivate a team delivering guidance on energy efficiency, renewable energy and affordable warmth initiatives.

As the Customer Service Team Leader you will oversee service quality, KPI performance, rota planning, reporting and staff development while ensuring operational targets are achieved. You will also work closely with stakeholders and support continuous improvement across customer service operations.

The successful Customer Service Team Leader will have previous experience in team management, customer service delivery, performance monitoring and operational support. Strong communication, leadership and organisational skills are essential together with experience using CRM systems and Microsoft Office applications.

The organisation prides itself on delivering high-quality advice and world-class service in energy efficiency, behavioural change, renewable technologies, sustainable transport, and water. Comprehensive training, including City & Guilds Energy Awareness and an SQA-accredited qualification, will be provided over 6-9 weeks, requiring availability from 9:00 AM to 5:00 PM, Monday to Friday.

DUTIES

Your duties as the Customer Service Team Leader include:

• Leading the Team: providing support, training and guidance to ensure advisors deliver excellent customer service and achieve objectives
• Managing Performance: monitoring KPIs, operational targets and service delivery standards across the advice centre
• Supporting Staff Development: carrying out appraisals, coaching and performance management activities where required
• Overseeing Systems and Processes: ensuring telephony, referral and CRM systems are maintained in line with contractual requirements
• Preparing Reports: maintaining accurate records of team activity, service delivery and operational performance
• Managing Team Operations: overseeing rotas, supervision, meetings and workload allocation
• Building Stakeholder Relationships: liaising with external partners and stakeholders to support service quality and best practice
• Monitoring Compliance: ensuring adherence to company policies, operational procedures and health and safety standards
• Supporting Service Improvement: identifying opportunities through data analysis and regional demand monitoring
• Representing the Organisation: attending meetings, presentations and events to promote available services

CANDIDATE REQUIREMENTS

• Previous experience in team leadership, customer service supervision or operations management
• Experience managing staff performance, coaching and development activities
• A background in customer-focused service delivery environments
• Strong reporting, administration and organisational skills
• Experience using Microsoft Word, Excel, PowerPoint and CRM systems
• Ability to gather, interpret and analyse data effectively
• Excellent communication and stakeholder engagement skills
• A flexible approach to working hours and operational requirements
• Full UK driving licence
• Degree qualification or equivalent professional experience

BENEFITS

• Flexible working
• Full product training provided
• 35 days off (30 paid annual leave, 5 public holidays)
• An extra day off, paid, for your birthday!
• Salary sacrifice and net pay deduction schemes
• Paid time to volunteer
• Pension plan
• Staff events
• Free access to employee assistance provider
• Sick pay scheme
• Credit union membership

APPLY TODAY…

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P14738

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