Customer Services Team Leader (SSE Home Services)

We’re making zero carbon happen

We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. 

We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

Do great things with SSE

We supply millions of homes across the UK with energy, phone and broadband, and home cover. And because home is the most important place in the world, we’re dedicated to making sure every single one of them works brilliantly.

Where in the world of OVO will I be working?

As a Customer Service Team Leader within Home Services, you'll be an expert and knowledgeable person and be the first point of contact for your Agents, in a fast paced insurance environment. 

You will be a true leader and have excellent communication skills. Coaching and development of your team will be at the forefront of everything you do.  Delivering Customer service is at the heart of everything we do and demonstrating our values are key to the role:  Find a Way; Be The Good and Build Something Great.

What will I be doing?

Key responsibilities include:

• People and performance management of a team of Customer Service Agents to deliver monthly, quarterly and annual objectives through KPI’s, 1:1’s and regular feedback.
• Ensure all Customer Service Agents are delivering an acceptable level of both product and process knowledge to confidently and competently assess incoming customer claims.
• Understand all Company’s products, services, policies and procedures whilst communicating effectively with your team.
• Support and comply with forecasts and budgets for the Customer Service department
• Call monitoring (BPA) to ensure compliance and quality standards are adhered to alongside the completion of regular coaching sessions..
• Understand MI data (telephony performance, absence management, Green Installer reporting etc.) to improve performance.
• Ensure that customers are treated fairly (TCF)  throughout the Customer Service process.
• Lead by example, live the values and put the customer at the heart of everything you do, instilling the same ethos within your own team and the wider department.
• Ensure teams policy limits are adhered to throughout the claims process.
• Collaborating with various internal departments including Network, Customer Care, Sales and Compliance to provide the best possible Customer Service.
• Complete all tasks within timescales agreed and demonstrate a willingness to take on additional responsibility to support the wider department where required.
• Conduct team meetings, buzz sessions and deliver departmental communication.

Is this the job for me?

Soft Skills

• • Empathetic
  • Communicates confidently and clearly
  • Flex their personality style whilst remaining professional
  • Asks open questions to identify the issue/fault
  • Be collaborative with your team and wider colleagues

Customer Service Ethics

• • Passion for delivering the best customer service 
  • Take ownership of the issue/fault
  • Treating Customers Fairly (TCF)

Resilient

• • Works well under pressure
  • Handles constructive feedback
  • Ability to bounce-back from challenging conversations/situations
  • Ability to multi-task - inbound/outbound/email/admin

People Management

• • Absence Management
  • Recruitment and Interviewing Skills
  • Performance Management; including Goal Setting and Coaching Skills
  • Onboarding 
  • Employee training experience  including coaching on both technical & soft skills 

Behaviours

• Communicate well with our people and customers
• Be naturally curious and understand complex  issues
• Be creative in finding ways to solve issues or envisioning problems 
• Be able to contribute in building something great
• Take Responsibility - for our customers, for yourself, for team, for tasks and help to build something great

Knowledge

• Insurance products - Terms & conditions of the customers policies
• Product Knowledge
• Boilers
• Radiators/taps/electrics
• Advocate of the Customer
• Advocate of the Brand

Brilliant benefits for a world-changing team

Our people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home.

For starters, you’ll get 34 days of holiday (including bank holidays).

Then there’s Flex Pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!