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Prepayment Team Manager

About the Role

The successful candidate will be responsible for leading a team of Prepayment Advisors who are responsible for coordinating, at the highest standard understanding and assessing at times vulnerable customers and delivering customer excellence. You will need to motivate and manage the end-to-end performance of the team, exceeding Customer expectations at every opportunity and ensuring success. You must be a strong promoter of the operational performance of Services internally and actively collaborate with other operational leads to achieve solutions. *Energy experience essential*

Key Responsibilities -

  • Mobilising the team effectively to achieve high standards and results
  • Monitor team performance throughout the day and take actions to ensure targets are achieved
  • Coaching performance and identifying training needs
  • Service delivery of Key Performance Indicators
  • Completing Return to Works and absence
  • Completing regular 1-2-1’s and feedback with your team members
  • Ensuring team adhere to all policy and instructions
  • Understand and communicate key messages effectively to team members
Required Skills and Experience
  • Call Centre Team Leader experience essential
  • Energy experience is essential (specifically within Prepayments)
  • Experience of managing a team of advisors within a call centre environment
  • Ability to demonstrate positive and pro-active traits, and willingness to take reasonable risks
  • Ability to prioritise work, remain calm under pressure and have good decision-making abilities

constantly on the hunt for the best candidates