Customer Care Team Leader
Customer Care Team Leader
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Pushing boundaries for a sustainable future
We are a next-generation home energy champion. We passionately believe that creating smart sustainable homes is our way to make a positive impact in the world.
About the role of Customer Care Team Leader
We are seeking a dedicated passionate and customer-focused Leader to join our team in Manchester. Youll be leading a team of brilliant Customer Care Agents and together you will ensure that Airas customers continue to receive a world-class service from Europes most innovate heating company. For this crucial role you will need previous experience in a similar position. You will be accountable for maintaining exceptional levels of service for Aira customers right across the UK ensuring SLAs are met and KPIs are hit.
Youll learn all about Air Source Heat Pumps at the Aira Academy in Sheffield and gain hands on experience with the most innovative Clean Energy Tech available. This is a Hybrid role and youll be working with your team in our Manchester office at least 3 days per week.
What youll be doing as a Customer Care Team Leader
Team Management
- Supervise train and mentor Customer Care Agents to ensure high-quality service delivery.
- Conduct regular team meetings to review performance discuss challenges and share best practices.
- Set individual and team goals aligned with company objectives and monitor progress.
- Foster a positive team culture focused on customer satisfaction collaboration and continuous improvement.
Communication and Collaboration
- Monitor and manage communication channels to ensure timely responses.
- Facilitate cross-functional collaboration with departments such as Marketing Product and Technical Support to improve service delivery and customer satisfaction.
Customer Reviews
- Monitor and respond to customer feedback on review platforms.
Performance Monitoring
- Oversee the teams adherence to SLAs and KPIs such as response times resolution times and customer satisfaction scores.
- Review and analyse daily weekly and monthly performance reports identifying trends and areas for improvement.
Escalation Management
- Act as the first point of contact for escalated or sensitive issues and manage them through to closure with clear customer communication throughout.
Process Improvement
- Identify opportunities for improving customer care processes reducing response times and enhancing service quality.
What youll need to have as Customer Care Team Leader
We will provide all necessary product training at our Aira Academy however we need you to have the following:
- 3 years of experience in customer service with at least 1 year in a supervisory or team lead role preferably within the heating or energy sector.
- Experience managing customer care SLAs and KPIs.
- Strong leadership and people management skills.
- Experience of taking full ownership of customer complaints including complex high-level Ombudsman and HIES cases with demonstrable examples of a fair and timely resolution.
- High proficiency in CRM systems collaborative working packages (Teams) and data analysis.
What we offer as our Customer Care Team Leader
- 40000
- 25 days annual leave Bank Holidays
- Hybrid working
- Health Cash Plan
- Reward Gateway (shopping discount)
- Life Insurance
- Pension
- Referral Scheme
At Aira Were not just champions of next-generation energy were champions in Diversity and Inclusion too. We believe that a diverse workforce sparks innovation and creativity and enables us to better serve our customers and communities. We encourage individuals from all backgrounds cultures and perspectives to join our team. We will never accept any form of discrimination and believe that together we can drive a new era for our people and planet.
Employment Type
Full Time
