Call Center Team Lead

About Sureserve Energy Services Meters

Sureserve Energy Services Meters (formerly Providor), a proud subsidiary of Sureserve Group Limited, is a leading provider of domestic smart meter installations across the UK, working with three of the "Big Six" energy suppliers. We are dedicated to advancing energy efficiency and sustainability through innovative metering solutions. Our mission is to empower consumers and businesses with accurate, real-time data, enabling informed energy decisions.

Role Overview

This role focuses on achieving KPIs and SLAs for inbound and outbound calls, primarily scheduling smart meter installations or exchanges. It ensures an exceptional customer experience and smooth journey.

As the company's first point of contact, you will deliver outstanding service, represent the business professionally to stakeholders, and uphold service standards while setting an example within the Contact Centre team.

Key Responsibilities

Team Management: Lead and mentor the Call Centre Team, handling scheduling, task allocation, and performance monitoring to maintain productivity and morale.

Operations Coordination: Oversee call center activities, ensuring efficiency and adherence to company policies and client requirements.

Communication: Facilitate seamless coordination by maintaining clear communication with dispatchers, engineers, clients, and departments.

Performance Monitoring: Track KPIs, identify improvement areas, and implement strategies to boost efficiency.

Problem-Solving: Resolve operational challenges by coordinating resources and personnel effectively.

Documentation: Maintain accurate records for quality assurance, reporting, and compliance.

Training: Provide ongoing training to enhance team skills and performance.

Customer Service: Handle escalations professionally to ensure high customer satisfaction.

Compliance: Ensure activities align with company policies, safety standards, and legal requirements.

Experience

Minimum of 3-5 years of experience in dispatching, logistics, or a similar role, with at least 1-2 years in a supervisory or leadership position.

Key Skills

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in using dispatch software, GPS systems, and other relevant technology.
• Strong organizational and multitasking skills.
• Ability to remain calm and make decisions under pressure.
• Analytical skills to assess performance metrics and implement improvements.
• Knowledge of transportation regulations and safety standards.

What we are offering.

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, including:

• Competitive salary
• Contributory Pension scheme
• Life assurance
• 29 days annual leave inclusive of bank holidays
• Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave,
• Sureserve Benefits Hub, accessing over 1000’s retail discounts,
• Virtual GP service, 24/7, 365 days, available for employees and your immediate family,
• Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family,
• Bike2Work scheme,

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Reasonable adjustments

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact ***email_hidden***

Pre-employment checks

Successful applicants will be subject to eligibility checks with a 3 rd party, including the right to work in the UK and DBS checks

Location - Victoria Mills (Office-based with occasional travel to field locations as needed)