About the Role
Base Location: Belfast (with a hybrid working pattern)
Salary: from £29,200 depending on skills and experience + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.
Working Pattern: Permanent | Full Time | Flexible First options available
What is the Role?
At SSE Airtricity our customers and our employees are our priority and were currently recruiting for a Team Leader in our gas business to join our growing Customer Service Team. Our contact centre is open from 08:30 - 18:00, Monday to Thursday and 08:30 - 16:30 on a Friday, so there's no late nights or weekend work.
Our blended model of working at home and in the office, provides our colleagues with the flexibility and support they require to succeed in this role. You'll be in a vibrant working atmosphere and our modern offices are in a city centre location close to shops, restaurants, and public transport.
In this role you will manage a team who will have set Customer Satisfaction and Call Handling targets and you'll take responsibility for the following:
- People management duties including efficient and effective management of both performance and behaviours, listen to team members feedback and resolve any challenges or conflict.
- Providing frequent coaching to advisors based on QA & QE feedback, metrics, customer survey responses, and your own ticket observations.
- Managing and motivating employees to drive a high-performance culture, adhering to company policies and procedures
- Support our Quality Experience framework to help improve knowledge and skillsets amongst your team.
- Effectively manage communications and change across the team.
What do I need?
To be considered for this role, we would love you to have:
- Strong leadership and organisational skills with experience in a similar managerial role.
- The willingness to motivate your team to achieve set targets.
- A results focused mindset, committed to the values surrounding outstanding service delivery through effective performance management.
- The ability to respond positively to change, with a determination to succeed.
- The ability to analyse information and report upon its content.
About our Business
SSE is a multinational energy company listed on the FTSE 100, with a vision "to be a leading energy company in a net zero world". Were investing £20.5bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.
Part of SSE Plc, Energy Customer Solutions is the Customer facing division - providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading. Energy Customer Solutions is made up of 2 external brands; we operate under the brands SSE Airtricity (Ireland) & SSE Energy Solutions (GB).
SSE Airtricity is Ireland's second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.
We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and were a partner to customers and stakeholders as they seek ways to respond to the climate crisis.
Help us power change.
Whats in it for you?
An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more. View our full benefits package on our careers site.
As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE to find out more.
Next Steps
All applications should be submitted online, and we'll be back in touch after the vacancy closing date to let you know the outcome.
If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Andy on 01738 340826.
Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.
