Service Delivery Team Leader for full time, permanent opportunity in Belfast.
On behalf of our client, a leading utilities provider, we are seeking individuals that are passionate about providing excellent customer service to join their friendly, in house team.
Hours: A Full-Time position 37 hours per week. 8.30am-5pm Mon-Thurs and a 4.30pm finish on Friday. 1 late night finish per week of 7pm
Starting salary £24,250. Company bonus scheme of 6%-9% per annum.
Duration – Permanent, Full-Time
Location - Belfast
About the role:
Lead and coordinate the Planning Team, managing tasks related to new connections and asset maintenance. Ensure all communications comply with service standards and maintain strong relationships with stakeholders. Drive service improvements, reduce complaints, and lower operating costs through effective leadership and operational efficiency.
Key Responsibilities:
· Lead a team to efficiently plan connections and asset maintenance for customers.
· Motivate and mentor the team to enhance productivity and customer experience.
· Track work volumes and ensure KPIs are met.
· Provide clear targets and assist with training, feedback, and development.
· Manage escalated complaints and assist in implementing new procedures.
· Maintain accurate asset data and ensure compliance with service standards.
· Support other areas within the Contact Centre and Support Services as needed.
Generic Responsibilities:
· Foster effective relationships with colleagues, contractors, and external partners.
· Adhere to health and safety policies and promote equal opportunities.
· Participate in personal development activities to improve performance.
· Uphold company values of respect, dynamic service, and teamwork.
Benefits: Contributory pension scheme with enhanced employer contribution for qualifying staff, Free life assurance, Enhanced maternity pay for qualifying staff, enhanced sick pay for qualifying staff, Give as you Earn scheme, 20 days annual leave and 11 bank holidays, Up to an additional 5 days for length of service, Further education policy, Dedicates health and wellbeing programme, Employee assistance program. Free staff bus from Belfast City centre and free staff car parking.
Please note, there is no hybrid or working from home option for this role. Also please note, this is a permanent role and applicants must have current rights to work in the UK on a permanent basis.
You will need:
·5 GCSEs (or equivalent) including Maths and English.
· At least 3 years of experience in customer service, including handling complaints.
· Strong time management and organizational skills.
· Proficiency in Microsoft Office, especially Excel and Word.
Excellent communication and interpersonal skills
Desirable:
· At least 1 year of supervisory or leadership experience.
· Proven ability to meet KPIs and motivate a team.
If you are interested in this opportunity or would like to find out more, please click on the link to send your CV to Patricia and I will be in touch.
If this role isn’t suitable but you are looking for a new opportunity, please do not hesitate to contact our experienced consultants. You can visit our website in the first instance or call our office.
Please ensure your CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details.
Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.