Customer Service Team Lead

Overview

Join to apply for the Customer Service Team Lead role at Flogas Ireland.

Responsibilities

• Ensure customers are serviced in a timely manner for management of their energy account.
• Responsibility for day-to-day projects and activities across all operational areas
• Supporting the Customer Service Manager to identify training and development needs, identifying actions and working with other business stakeholders to ensure that individual and team skills and knowledge are developed effectively.
• Supporting the Customer Service Manager to monitor and manage team performance using a variety of tools/methods; interpreting reports, monitoring customer interaction, checking the quality of any output (interaction & process driven).
• Provide effective and consistent communication in the team, encourage feedback and customer insights to enhance the customer experience and onboarding experience.
• Ensures service targets are met, KPIs are continually reviewed, and expectations are met with optimum levels of quality and service delivery.
• Ensures direct reports adhere to industry specific licence conditions and other relevant regulatory requirements (Codes of Practice, GDPR for example).
• Create good relationship with team members and support the Customer Service Manager to motivate team members to deliver a high standard of customer service.
• Deputise for other team leads and managers in their absence.
• Coach and mentor all team members on best practice approach to their roles.
• Act as the first point of contact for team attendance, holiday requests and Kronos queries.
• Act as the first point of contact for individual, team and customer issues working with relevant colleagues to find effective solutions.
• Responding to customer queries - answering calls/emails, escalating, following up as required.

Candidate Profile

The ideal candidate will have at least 12 months of experience in a customer service environment with proven leadership experience. They will possess excellent communication and interpersonal skills, along with strong analytical and problem-solving abilities. The candidate should thrive in a fast-paced setting, effectively managing multiple priorities while driving process improvements and change. Proficiency in Microsoft Office, particularly Excel and PowerPoint, is essential. A proactive and adaptable mindset, coupled with strong leadership and a customer-focused approach, will be key to success in this role.

About Flogas

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Ireland's leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

Why work with us?

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.

Benefits

• Competitive Salary
• Defined Pension Contribution
• Healthcare Allowance
• Staff discounts
• Hybrid work options (role dependant)
• Health and Wellbeing Supports
• Learning and Development Opportunities
• Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.

Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other

Industries

• Utilities

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