Head of Customer Service (Contact Centre)
Location
Bicester, Oxfordshire | United Kingdom
Job description
Us and our culture.
Valda Energy is a fast-growing energy supplier, challenging the existing marketplace with a leading, tech-led, and customer-focused successful solution. We are passionate about innovation and challenging the status quo to deliver exceptional service and solutions to our customers. Driven by the desire to do right by all our stakeholders, we recognise that our people are our greatest asset. Our culture and employee environment are always evolving, from the introduction of new benefits to leading structured training opportunities, and of course frequent social events! At Valda Energy, you can be assured that you will be supported to be your best and be welcomed in to form part of our friendly team.
Our perks. ⭐️
- Company annual bonus scheme
- 25 days of annual leave plus bank holidays, plus length of service award up to 30 days
- Private Medical Insurance with Vitality Health
- Life Insurance policy, providing coverage at four times your salary
- Employee Assistance Programme offering confidential support and guidance
- Enjoy an array of complimentary snacks, drinks, and lunch options in our office
- Salary sacrifice pension scheme where we will match contributions up to 4%
- In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best
The role.
The Customer Service department helps business energy customers with their energy account management, aiming to effortlessly get them back to what matters, running their businesses.
This is a fantastic opportunity to build and lead a customer centric service delivery team. The Head of Customer Service will manage people and change; lead operational and strategic service management, departmental improvements and in doing so, their achievements will contribute to overall customer satisfaction.
How you will contribute. ✅
- Lead and oversee the development and implementation of customer service strategies, ensuring alignment with organisational goals and values
- Manage and mentor a team of customer service professionals, providing guidance and support to ensure high standards of service delivery
- Analyse customer feedback and data to identify areas for improvement and drive continuous enhancement of services and customer satisfaction levels
- Drive best practice and continuous improvement whilst adhering to legislative, regulatory and license governance
- Liaise with relevant stakeholders and third parties to gather information to resolve issues and handle complex customer complaints or enquiries
- Maintain up-to-date knowledge of industry & company developments
- Manage & maintain budgets
- Support the business through operational effectiveness and delivery of KPIs
What we are looking for.
- Proven experience in a customer service role, with at least 2 years of experience in a contact centre leadership position
- In-depth knowledge of contact centre technologies and industry best practices
- Excellent communication and interpersonal skills, with the ability to effectively manage relationships with both internal and external stakeholders
- Analytical mindset with the ability to interpret data and make data-driven decisions
- Knowledge of emerging technology trends and their potential impact on service delivery
- Strong experience in managing, developing and growing a team
- Right to work in the UK
If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on [email protected]
Job tags
Salary