Job type: Full time (37.5 hours per week)
We’re looking for an experienced, people first leader to join our Contact Centre and play a key role in shaping how we support our customers and advisors every day. This role is hands on, fast paced and central to our operation. You’ll be the direct line of support, coaching and leadership for our advisors.
If you’re motivated by doing the right thing, finding better ways of working and helping people be great, you’ll thrive here.
What you’ll be doing:
Lead, coach and develop a high performing team
- Provide day to day leadership, coaching and support to a team of Service Delivery advisors
- Hold regular 1:1s, development conversations and performance reviews that build capability and confidence
- Give clear, constructive and timely feedback that helps advisors understand strengths, close gaps and grow
- Actively seek feedback from your team and peers to continuously improve your own leadership approach
- Create a culture of accountability, fairness and trust where people feel supported and motivated to deliver their best
Drive operational performance
- Deliver key Service Delivery KPIs including quality, service, sales through service and productivity
- Prioritise and allocate work to ensure smooth operations and an effortless customer and supplier experience
- Use data and insight to identify trends, risks and opportunities, taking proactive action to improve outcomes
Champion quality and continuous improvement
- Embed quality standards and ensure consistency across every customer interaction
- Challenge assumptions, simplify processes and encourage experimentation to make things better and easier
- Work closely with the Service Delivery leadership team and wider teams to resolve issues and improve end-to-end processes and customer journeys
Grow capability through training and development
- Own all advisor training across Service Delivery, including induction and ongoing development
- Deliver clear, engaging training on new processes, systems and ways of working
- Upskill advisors across specialities to build a flexible, high performing team
- Identify development needs and create simple, effective refreshers to close skill gaps
- Do the right thing for customers, colleagues and suppliers
- Help others be great through honest communication and inclusion
- Focus on what matters most, use time wisely and deliver on commitments
- Be curious, ask questions and look for better ways of working
What you’ll bring:
- A proven experience leading or supervising teams, preferably in a busy Contact Centre
- A strong track record of delivering performance across service, sales and quality KPIs
- Demonstrated ability to coach, develop and performance manage individuals with clarity and empathy
- Excellent communication, influencing and decision making skills
- The ability to stay calm under pressure, prioritise effectively and manage competing demands
- A collaborative mindset with experience working across multiple teams
- A proactive, solutions focused approach with the confidence to challenge
- Flexibility, resilience and the ability to adapt to change
Why this role matters:
As a Team Leader, you are the heartbeat of the Contact Centre. You set the tone, you shape the culture, and you directly influence the experience our customers receive. You’ll have the autonomy to lead your team with the support of the Contact Centre Manager.
If you’re ready to lead with purpose, develop others and help us build a Contact Centre that’s unquestionably fair, supportive and ready for tomorrow, we’d love to hear from you.
About us:
Welcome to BoilerJuice where heating your home is simple and hassle-free. Being off-grid isn’t always easy, which is why it’s our mission to provide our customers with a straightforward energy source, so they always have the peace of mind that they are prepared for tomorrow.
We provide a unique combination of convenience and value, thanks to our auction technology, customers can find the best price for their heating oil in seconds, while our Connected service can make heating homes stress-free and easy as we do the work for them, providing remote monitoring and automatic top ups.
Location:
This role is based onsite at the BoilerJuice office in St Ives, Cambridgeshire, 5 days per week.
What we offer:
- Pay: £32,000 per annum
- Monday to Friday – 37.5 hours per week (no weekends!)
- 33 Days holiday per year including bank holidays
- Salary sacrifice pension scheme
- Employee Assistance Programme
- Life assurance
- Private Medical Insurance
- Subsidised Gym membership
- Cycle to Work
- Eyecare contributions
- Electric car salary sacrifice scheme
- Weekly bootcamp class
- Savings & discount portal
Apply:
BoilerJuice is an equal opportunity employer. We welcome applications from everyone and value different backgrounds, experiences, and abilities.
If you need any reasonable adjustments during the recruitment process, please let us know and we’ll be happy to help.
To work with us, you must have (or be able to obtain) the right to work in the UK. We are not able to offer visa sponsorship for this role.
A basic DBS check will be required before starting employment.
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