Contact Centre Team Lead

Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.
What's in it for you?
25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
Hybrid working options.
Enhanced Maternity and Adoption leave.
24/7 free and confidential employee assistance service.
Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
Share Incentive Plan.
Life Insurance (4 x annual salary).
Pension matching scheme (up to 5% of salary).
Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
Monthly bonus based on KPI performance linked to productivity & quality.
Contact centre hours are covering 08:00-20:00 Monday to Friday and Saturday 09:00-17:00 , candidates must either be available to work evenings, during the week or be available for weekend work. Shifts will be discussed at interview.
What's the role?
Our Contact Centre Team Leader is accountable for creating a positive, safe, challenging, motivated environment for our colleagues to perform at their best. Your role is critical to the success of our Advisors to deliver the required operational performance and a Great Customer Experience through each of our contact channels.
You will be operating in a fast-paced environment where change is embraced, and we work together to achieve our objectives and associated targets living our company Vision and Values.
Key responsibilities:
Working with the Operations Manager to understand direction in order to protect the company and take ownership of situations or issues affecting our colleagues and customers
Ensure all colleagues are in the right place, at the right time, doing the right thing to support our colleagues, customers and the company
Understand and deliver against required targets for the Contact Centre delivering a Great Colleague & Customer Experience
Lead the performance of your team through engaging coaching sessions and monthly 1:1 performance & development reviews
Embracing our quality framework to identify knowledge, compliance, skill, efficiency or behavioural gaps
Deliver effective coaching to bridge those gaps in order to strengthen individual and team contribution to performance and where necessary, commence & manage the correct people policies
Work with each person in your team to drive their personal development that supports a career at SMS and identifying our future leadership talent
To be considered for this role, we would love you to have:
Experience leading, coaching or supervising an individual or team.
Computer literacy.
Experience working in a fast-paced, customer focused environment.
Experience working in a Contact Centre, either outbound or inbound would be advantageous, although is not essential.
Efficient, engaging, concise and clear communication skills both verbally and in writing.
Ability to take direction, deliver difficult messages and use initiative to drive improvements.

Proud member of the Disability Confident employer scheme