Sales & Service Team Leader

2 weeks ago


Hamilton, Waikato, New Zealand Genesis Energy NZ Full time

Reference # Posted on- 24 Jul 2023- Closes on- 30 Jul :55- Location(s)- Hamilton- Expertise- Administration, Contact Centre, Customer Service, Quality Assurance, Sales- Job level(s)- Experienced- Work type(s)- Permanent full-time.


Frank*Energy is a NZ power company that's been making power easy & affordable for kiwis for 20 years (previously known as Energy Online).

While we've always been about making things simple, we thought it was time to double down on our commitment to giving Kiwis energy without the gimmicks, giveaways and guff of our competitors.

We reckon all this gets in the way of just giving people the best possible price on the stuff they really want.

With Frank*Energy you also get the reassurance of having one of NZ's biggest energy providers behind us, with the simplicity of a no-contract relationship on your power and gas.

We're proudly owned by Genesis Energy Limited but are a fiercely independent bunch with our own customer service teams, simple plans, pricing, our own ambition and attitude.

Get all the stuff you need and none of the stuff you don't. We call it
selling it to you straight.
We have a great opportunity for a Sales and Service Team Leader to join our Customer Excellence Centre.

***
About the role:You'll be an integral part of a team that leads and manages multi-skilled agents driving growth mindset and solution focussed outcomes. Managing day to day operations to deliver exceptional customer experiences while fostering a positive, engaging & collaborative work environment. While leading your team you will have a portfolio of responsibilities that requires you to understand deliverables to prioritise based on brand direction & objectives. Reporting to you will be a mixture of home based and in office agents who have a diverse range of KPIs requiring you to be dynamic & multifaceted.


This is an incredible opportunity for a strong leader with a proven track record of achieving results through your people.

Motivated & experienced to oversee and improve customer journeys within a challenger utility brand. Flaunt your leadership capabilities and extensive experience, building and maintaining relationships at all levels both internally and externally. Have the opportunity to plan ahead, respond quickly to business requirements and navigate your team through periods of change.

Must haves:

  • 35 years' experience of leadership in a call centre
  • Direct leader of at least 10 people
  • Able to influence and motivate a group of people to reach KPIs & goals
  • Passionate & resilient about change

Nice to haves:

  • Problem solver who likes to help others find solutions
  • Exposure to provision & grow sales capability and meeting targets
  • Passion for innovative ways to deliver a customer experience
  • Experience in leading homebased agents would be advantageous
This role is challenging, demanding and involves serious multi-tasking

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