Customer Service Team Leader

Maternity cover for specified period

Customer Service Team Leader – Maternity Cover

The Customer Services Team Leader is responsible for day to day delivery of client requirements in line with client specific KPI’s, for the client management team’s portfolio. Provide assistance to the Consultants with their duties, along with co-ordinating the other Support positions within the team.  The role is responsible for the main operational aspects within the team to support client retention, satisfaction and timely delivery of agreed services against any agreed KPI’s.

Common Tasks

  • Co-ordination/oversee the day to day running of the Supports within the team
  • To ensure all client requirements are met according to SLA’s across the team and demonstrate via the Client Delivery Tracker
  • Support on the day to day running of the Consultants Portfolio
  • Manage and maintain a small portfolio of clients
  • Assist in checking of offers for all fuels within team
  • Check and issue recommendations to clients
  • Notify clients of breaches against procurement strategies as per agreed timescales
  • Update monthly strategic internal reports
  • Assist in the review of client ASC / MOP / DC / DA / AMR contracts and update systems accordingly
  • Full resolution of day to day queries, working with cross departmental service delivery teams where applicable
  • Provide assistance and input into client requirements being overseen by the designated Consultant
  • Ensure internal systems are maintained and up to date at all times
  • Training and Development of other team members
  • Provide guidance to clients through industry specific tasks such as change of tenancies
  • Advising and discussing clients on short, medium and long term energy price drivers
  • Have an understanding of the various non-commodity charges, and how they impact client’s utility bills
  • From time to time attend client meetings and leading agenda topics
  • Assist in the identification of upselling opportunities
  • Assist in the compilation of service delivery metrics for client presentations

 

Measurable KPI’s

  • Query Management – initial response to acknowledge query in writing, within 24 hours. (this is an email to confirm we have received the query and an update outlining initial review of issues and actions that need to be taken
  • To ensure all actions signalled by the strategy are notified to clients within the agreed time frame on the day they occur, and for trades to be advised to the Risk Management Team for action within-day
  • To ensure that the teams clients recommendations/reports/Bill Validation and other services are delivered within the agreed timescales/deadlines
  • To ensure that Account Reviews are populated with the required information within the agreed timescales
  • To ensure a valid LOA/SLA is in place for all clients where applicable, to include fees for all services undertaken by The Energy Brokers
  • To ensure the tasks within the Client Delivery Trackers are delivered within the agreed deadlines

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