As an energy supplier with a unique 200 year heritage British Gas is one of the best known names in the UK energy market. British Gas Business provides over 500,000 business customers with a modern way to buy, use and generate energy and we currently have an exciting opportunity for a Team Leader to join us.
- Location: Oxford
- 12 month fixed term contract
What will you be doing?
You will be required to lead, inspire and engage a team of Customer Care Professionals to deliver leading Customer Service and will be responsible for ensuring that the team meet all key performance metrics against business requirements. You will also be required to increase the profitability of the business but always remaining committed to treating customers fairly.
We are looking for candidates who have a passion for people and customers and who strive to ensure that expectations are met or exceeded first time, every time. You will be measured by indicators such as Net Promoter Score (NPS), quality of customer interactions, turnaround times of customer queries, employee engagement, value added to the department and growth of the customer base.
The role is extremely customer centric and requires an individual who is passionate to develop these relationships and who can instil a customer focussed culture.
To be great in this role......
You will have a sound understanding of leading & supporting a team to deliver against customer and business targets. The people you manage are the key to delivering against the role so excellent people management skills are vital.
You should be able to demonstrate not only an ability to coach but also be someone who sees coaching as pivotal to the success of the role, be able to motivate and develop your team and others around them.
Further important skills & qualities include:
- Excellent organisational & planning skills with the ability to adapt to change
- Flexibility and resilience to deal with day to day situations and have an ability to put the customer at the heart of your decisions whilst thinking clearly and effectively around the business impact
- Excellent interpersonal skills in order to establish effective relationships with all levels of staff throughout the company
- Proven track record of achieving goals and objectives including excellence in customer satisfaction
Competitive salary plus benefits
British Gas, part of the Centrica Group, supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.
PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.
Applications will ONLY be accepted via the ‘Apply’ button.
To request an update on this role, or if you have any problems uploading your CV please email email@example.com typing ‘Update required: Team Leader R9924223’ in the subject title.
Agencies: Centrica operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to PSL@centrica.com.