Job Location: Cardiff
Salary: £34,143
Contract type: Permanent
Posting End Date: 21/06/2026
About the Role
Our vision is to be the leading utility partner to accelerate the UK towards net zero. We are looking for a Contact Centre Team Manager who will earn customer loyalty and drive business growth by providing consistently excellent service.
Purpose of the Role
- Put customers’ needs at the heart of everything we do.
- Be passionate about customer service and always deliver an exceptional experience.
- Be a brand advocate and champion.
- Lead a Customer Service Team across multiple brands.
Key Responsibilities
- Lead a team of Customer Service Advisors to deliver exceptional customer experience across all brands.
- Ensure the Retail department meets and exceeds customers’ expectations and department objectives.
- Actively lead by example demonstrating strong leadership skills to further grow our business.
- Champion and promote a supportive coaching culture in which team members can continuously develop their skill sets, competencies, and confidence.
- Undertake quality assurance within your team, identifying gaps in skill and process.
- Recognise and celebrate good performance.
- Deliver training to enable the Retail department to skill our advisors to the highest level, enabling them to deliver exceptional service to our customers.
- Identify future training needs as they arise by staying abreast of advisor and customer needs.
- Assist in the recruitment process; contribute ideas to improve the effectiveness of the recruitment process and staff retention levels of new starters.
- Conduct performance and development reviews, 1:1 coaching and mentoring sessions.
- Keep team members regularly updated with intraday, daily, weekly performance and suggest proactive and reactive measures where appropriate.
- Day‑to‑day management of workflows within the Contact Centre, support advisors dealing with demanding customers and escalations, take ownership as required.
- Complaint handling and incident management in line with regulatory requirements.
- Positively participate and support in change management and change communication process.
- Undertake effective time and productivity management within your team.
- Work on ad‑hoc projects as necessary and at the discretion of the management team.
- Actively engage with HR activities in a timely manner and be invested in the health and wellbeing of team members.
- Actively engage with staff and customer engagement activities in a positive and enthusiastic manner.
- Participate in stakeholder management fostering interdepartmental collaboration.
- Share information relating to business and escalating as appropriate.
- Effectively communicate and embrace BU-UK’s vision and values.
Qualifications
- NVQ Level 2 or equivalent standard of education.
Experience and Knowledge
- Experience of leading a Contact Centre Team, including knowledge of contact centre technologies and metrics.
- Experience in developing and maintaining relationships at all levels with external and internal customers.
- Proven people management experience is essential with the ability to coach, mentor and motivate a team.
- Experience of undertaking change management successfully.
- Experience of managing complaints.
- Experience of incident management.
- Good knowledge of HR policies and procedures.
Abilities and Skills
- Organised and self‑motivated, with exceptional communication skills, the ability to lead, motivate and influence others and a calm demeanour.
- Customer service‑oriented.
- Excellent coaching skills with the ability to identify training needs and support continuous development.
- Ability to deliver training courses.
- Can deal with changing priorities and situations.
- Able to identify where changes are needed and drive changes and improvements through to completion.
- High attention to detail and excellent record keeping.
- Ability to analyse business information.
- Organised and methodical.
- PC literate, experience of using CRM systems, Microsoft Office suite with intermediate Excel skills.
Desirable
- NVQ or equivalent in management.
- Experience within the utilities sector.
- Ability to use Microsoft Office programmes or equivalent.
Conditions of Employment
You are required to have your criminal records checked through the Disclosure and Barring Service (DBS).
Benefits
- Cost‑of‑living annual pay review.
- Company pension contributions up to 10% if employees contribute 5%.
- 33 days holiday including bank holidays with the ability to purchase an additional two weeks.
- Enhanced maternity, paternity and adoption pay.
- Referral payment of £1,000 (net of tax) for successful referrals.
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
Equal Opportunity Employer
We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
