Budget Energy are seeking to recruit a Customer Services Team Lead on full time, fixed-term basis (12 month contract). Operating from our offices in Derry the successful candidate will manage and lead a team of agents in the customer services department. The team lead will ensure the team delivers an excellent standard of quality. They will be committed to deliver a high quality and compliant customer experience across their channel of expertise (Voice, Chat, Email, Correspondence and Admin). The team lead will deal with escalated customer queries and effectively manage the customer services team.
Key responsibilities:
* Train and develop the Customer Services Team
* Monitor and manage team performance using a variety of tools/methods; interpreting reports, monitoring customer interaction, checking the quality of any output (interaction & process driven)
* Provide effective and consistent communication in the team, encourage feedback and customer insight in order to enhance the customer experience
* Ensures sales and service targets are met, KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery
* Ensures direct reports adhere to industry specific licence conditions and other relevant regulatory requirements.
* New keypad customer acquisitions are successfully switched over
* Customers successfully retained and/or exit fees successfully collected in the event of customers leaving in contract
* Customer complaints are managed in a timely manner and in line with codes of practice
* Agents receive timely and appropriate feedback on the quality of their work
* 121s are completed on a regular basis
* Quality of customer interaction is maintained to the required standard
* Customer facing staff adhere to all codes of practice and remain compliant in line with regulatory requirements
Candidate Profile:
The ideal candidate is educated to A Level standard or higher, with at least 2 years of experience in a customer service team lead or management role, preferably in the energy sector or a regulated environment. They are highly numerate, possess strong problem-solving abilities, and have experience working with technical databases. Proficiency in Microsoft Excel and CRM systems is essential, as well as vendor management and handling high-volume processing teams. The candidate should also demonstrate excellent communication, teamwork, and negotiation skills, with a strong focus on customer service.
About Budget Energy/Flogas:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy transition solutions, meeting our customers changing needs and delivering to the highest possible standard.
Why work with us?
Budget Energy, part of Flogas, is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Benefits:
* Competitive Salary
* Healthcare Allowance
* Pension scheme
* Staff discounts
* Health and Wellbeing Supports
* Learning and Development Opportunities
* Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.
Budget Energy is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.