To lead and manage a multi skilled Customer Relations Team covering inbound and outbound calls and emails both from customers and clients. Focus will be on quality and overall performance whilst establishing and maintaining improved internal and external communication channels to ensure that the highest level of Customer Service is achieved. The primary function of the Team Leader is to oversee all customer service activities in a busy customer and client facing Contact Centre environment ensuring all service levels are met. Significant importance is placed on the quality of service delivered to support the overall company goals and ensure efficiency and cost effectiveness. Main Accountabilities/Key Result Areas Due to the operational nature of this role, this team is seen as an essential component to the successful delivery of the operational objectives and the wider ranging success of Switch2 Energy Limited. The Team must be both proactive and reactive as they work in a changing environment where excellent communication and controls are essential. The role holder is also the key business liaison point for operational changes and for business issue management. Key Tasks Manage, coach and develop the team to achieve the highest level of quality and overall performance. Manage the Team ensuring all SLA’s and KPI’s are met both for internal measurement and for client contractual obligations. Manage the change management process for the Team ensuring measurement and adherence is in place to deliver the required outcome. Specify and implement any process or procedural change which will improve our service proposition or gain efficiencies. Act as the main escalation point for complaints to ensure a full resolution within company guidelines and where required meet regulatory obligations and timeframes. Highlight any emerging customer service or operational issues to the Head of Customer Service or the relevant business area, providing input and support where required. Actively participate in system development specifications and User Acceptance testing to ensure new products or system enhancements are performing in the relevant manner. Full participation in scoping Customer Satisfaction Survey field work, from the results create Improvement Plans and manage the implementation of the plans. Own and co-ordinate any performance or change activities on the telephony system to deliver a seamless service for callers with minimal customer effort. Key Skills and Behaviours Required Strong background in Customer Service activities and management. Excellent communication skills. Good knowledge of telephony systems, configurations and call routing. Highly organised with excellent Time Management skills and the ability to prioritise tasks. Proven track record of both staff engagement and performance management. Change Management within an Operation or Contact Centre environment. Experience managing and co-ordinating small to medium sized projects. Evidence of Issue Management understanding and action. Process mapping and Improvement experience. Flexible and adaptable in order to meet the changing business demands and working environments. Professional approach to Email / letter writing with the ability to train and develop staff in this area of communication. Previous involvement in Customer Satisfaction tracking, improvement planning and delivery. Collaborative approach with colleagues and business areas. Ability to be the Voice of the Customer within the company. Knowledge, Training and Relevant Experience to do the job Educated to GCSE ‘A’ level standard or NVQ level 3/4 Customer Service with at least five years’ experience in a management capacity, ideally in a Contact Centre business area. Background knowledge in Utilities would be beneficial. Switch2 Energy is an equal opportunities employer!