Customer Service Manager (Sales)

*(PLEASE NOTE - THIS IS A FULL-TIME OFFICE BASED POSITION MONDAY – FRIDAY) *

Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
*Do you have experience of managing an Admin Support or Customer Services team? *
*Do you have knowledge of the energy industry? *
*Then look no further, because Black Sheep Utilities are seeking top talent to join the flock and support our exciting period of growth! *
THE ROLE
To manage our Sales Support and Customer Services teams which are combined into one department. The teams are primarily responsible for ensuring efficient and meticulous support and administration to the business operations and its customers. To provide consistent and constructive feedback on Key Performance Indicators, maximising revenue retention and allowing for the smooth operation of the business. To work closely with Senior Managers to ensure the Company reaches its objectives and maintaining a professional and motivational working atmosphere to achieve efficiency and customer satisfaction.
MAIN DUTIES AND RESPONSIBILITES
* Conduct daily meetings to inspire and engage the team, setting out a clear plan of the day’s work
* Ensure workloads are managed within agreed service levels and organise overtime/shift patterns as and when required. Ensuring priorities are communicated both up and down
* Set targets for direct reports and performance manage so that individual targets and SLA’s are met. Address any issues in output by providing training and coaching to resolve.
* Ensure Customer Services agents make the most of cross-selling opportunities, providing feedback via recorded calls on missed opportunities
* Quality check the teams work and feedback regularly to ensure work is of a high standard
* Proactive feedback to the sales managers on a daily, weekly, monthly basis as required. Working closely with them in the best interests of the business to maximise revenue
* Attending sales meetings as and when required to present and provide information/updates, ensuring a smooth flow of information between departments
* Providing training across the business to various departments on processes/procedures and supplier updates
* To create and maintain all department training materials and provide training to all staff as and when required on a variety of topics
* Escalation support to the teams on resolving various query types
* Organise regular incentives to drive business objectives and efficiency
* Day to day management of team absence, sickness, and holiday
* Act as a point of escalation for Customer Service agents, assisting them in resolving queries in a timely manner
KEY SKILLS & ATTRIBUTES
* Meticulous attention to detail
* Ability to communicate on all levels effectively, both verbally and written
* High level of competency in Microsoft Office
* Highly organised
* Motivational and positive attitude
* Business focussed, able to identify potential problems and bring solutions
* Experience within the Utilities Industry
* Previous team leader or management experience
* Strong leadership skills with the ability to supervise and mentor a team effectively
BENEFITS PACKAGE
* Competitive Basic Salary
* Annual Leave of 20 days per annum, increasing with length of service up to 25 days per annum.
* Birthday Leave after 1-year service.
* Private Medical Insurance (after probation).
* Life Assurance after 1-year service.
* Comprehensive Employee Assistance Program
* Regular incentives and social events throughout the year
* A selection of snacks and hot and cold drinks provided free of charge
ABOUT THE COMPANY
Black Sheep Utilities are a business to business ‘B2B’ energy procurement service. We partner with the ‘Big Six’ suppliers, plus many more, to ensure we negotiate competitive utility prices for our customers and generate our own leads in-house.
Every one of our customers has a named account manager who will handle their portfolio of products through the customer lifecycle to their renewal. At Black Sheep we always strive to be ‘outstanding in our field’ and we expect our staff to be also. This motto drives excellence in all areas of the business, including the way we reward manage and develop our ‘flock’.
You must be able to commit to the flock family... we are pretty full on! We like to be social, participate in games, incentives and other events.
With healthy growth ambitions for the future it really is a great time to join us on our journey. In return you will receive generous basic pay, opportunities to earn commission and career progression opportunities.
Ok, that’s enough bleating on, (oh, ‘ewe’ MUST like sheep pun’s!!) If you are ready to become 'outstanding in your field' then apply to join the flock now!
Job Types: Full-time, Permanent
Pay: £45,000.00-£50,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Discounted or free food
* Free flu jabs
* Health & wellbeing programme
* Life insurance
* Private medical insurance
* Referral programme
* Store discount
Schedule:
* Monday to Friday
Ability to commute/relocate:
* Brighton: reliably commute or plan to relocate before starting work (required)
Application question(s):
* What is your earliest available start date?
Experience:
* team management: 2 years (required)
* utilities/energy industry: 2 years (required)
Work Location: In person