A brilliant opportunity to join our customer billing department and lead one of our fantastic social policy teams.
What you'll do
As Team Leader, you will be responsible for balancing high standards of customer service delivery with the collection's activities of your team supporting our most vulnerable customers with a wide variety of schemes and initiatives we offer.
Maintaining a high-performance culture within your team through regular engaging and motivational 121's and coaching sessions, you'll also constantly look for ways to improve experiences and simplify processes where possible. You will ensure your team responds to customer enquiries effectively and within target timescales, liaising with third-party organisations and collaborating with other business areas to improve customer experience and collection rates.
Our social policy team leader roles are 37 hours between 08:00 and 18:00 Monday to Friday. (No evenings, weekends, or Bank Holiday working).
What you'll need
We would love to hear from you if you put the customer first and like helping people. You will need to be able to build and maintain a customer-centric culture within your team as well as having fantastic communication skills.
You get a kick out of coaching your team members to those aha! moments. You are patient, level-headed and remain calm under pressure.
You think on your feet. You like learning new things, and you can learn quickly. When change happens, you're at the front, leading the changes.
You understand data, and you're able to work well with information technology. You can use data to inform your decision-making and you manage resources and prioritise workloads effectively.
What you'll receive
We offer a wealth of both financial and non-financial benefits, including:
* 25 days' holiday rising to 28 with length of service
* Up to 20% combined pension contribution
* Opportunity to buy or sell holiday
* Pay increments yearly rewarding your first 3 years of service
* Performance-related bonus of up to 10%
* A healthcare package that allows you to claim back healthcare costs
* £1000 'Refer a friend/family' scheme
* Life assurance of up to four times your salary
* Sustainable benefits including electric vehicle and cycle2work schemes
* A range of family-friendly policies including enhanced maternity and paternity leave
* Paid community day
* Cashback and discounts from over 3,000 retailers
Who we are
Pelican is a multiple award-winning company based in Nailsea just south of Bristol providing customer services for clients including Wessex Water and Bristol Water. From meter reading and billing to collections and customer support.
We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.
We are proud to have won several awards including Best Customer Engagement, Best People Engagement, Best Mental Health in the workplace, South West Contact Centre of the year and have recently been ranked 19th in the Sunday Times Best 100 Companies to work for in the UK.
We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people.
We have signed the Armed Forces Covenant and are a Disability Confident Committed employer. Please let us know if you need any additional support or help to assist you in your application.
All our roles are subject to disclosure and barring screening (DBS) checks and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis.
All candidates are required to provide us with right to work in the UK documentation and, regretfully, we are not able to offer sponsorship at this time.
We are popular and we may close our advert sooner than it says. We recommend you apply straight away so you don't miss the opportunity to join us!
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