Closing Date
Reference
REQ003851
Department
Pelican Business Services
Location
Nailsea
Starting Salary
Starting Salary 26,528 depending on experience - based on 37 hour week average
Category
Fixed term
Package
Excellent basic salary, as well as performance related bonus, 25 days' holiday (increasing with length of service) free local parking, on-line employee discount, cashback scheme to many major retailers and contributory pension scheme.

Contact Centre Team Leader

Who are we?

At Pelican Business Services, we stand out from the crowd. Originally set up in 2001 as a joint venture between Wessex Water and Bristol Water we are based in Nailsea, just south of Bristol. We have become a leading-edge customer services business.

Working as trusted partners, we add value for our clients to ensure they have confidence in the way we handle their billing, collections and customer relations. We've worked hard to become highly skilled in every area of our business, employing nearly 400 team members and delivering award-winning customer service both to our clients and, in turn, our customers.

This period is an exciting time for us. Our employee engagement and customer satisfaction continues to improve and we have a clear growth strategy for the future.

The role:


We are now looking for a Team Leader to join our Contact Centre. You will be responsible for balancing high standards of customer service across all our customer contact channels of telephone, email and live chat. You will provide regular coaching and 121 support, and be an ambassador for change through sponsoring simplification within the Contact Centre and the wider business. You will need to be able to engage your team in a fast-paced environment where no two days are the same, whilst effectively managing customer expectations and that of the business.


About you:


What will make you stand out from the crowd?


You put the customer first and have a passion to deliver a great journey for them. You are able to build and maintain a customer centric culture within your team.


You like helping people. You get a kick out of coaching and developing your team members. You are patient, level headed and remain calm under pressure. You like learning new things, and you can learn quickly. When change happens, you're at the front, leading the changes with drive and resilience.


You communicate clearly. You encourage and support others. You understand data so you can use it to help shape your decisions and help us further improve what we do.


Why work for us?

Our culture is all about people and customer, and you will be joining an award winning, visionary business who has won awards for 'Best Place to Work', 'Employee Engagement' and 'Customer Excellence' to name a few.

In this role you will benefit from peer coaching with your senior management team and have access to some highly qualified and experienced mentors in our business. We also take your career, happiness and general wellbeing seriously. Therefore, as a Team Leader currently you will only work one Saturday in four. We are open Mon- Fri 8am to 8pm and have a current 4 week rolling shift pattern. We have our on-site health and wellbeing committee, and you will have access to a range of different initiatives.


We're firm believers in recognising our people for a job well done, both formally through our employee recognition schemes and informally with our company wide social events - a great opportunity to celebrate our successes.

#TeamPelican welcomes a diverse range of people, talent and ideas.


We are delighted to be recognised as a Disability Confident Committed employer who are inclusive in our recruitment, with a workplace that provides opportunities for all. Please let us know if you require any additional support or adjustments to assist you in starting your Pelican journey. Anyone with a disability who applies for a role with us and meets the minimum criteria for the job will be automatically invited in for an interview.


We pride ourselves on our ‘family friendly’ culture and support all our team members with a number of policies and initiatives, and a range of flexible working options.

We do not accept CVs from recruitment agencies. We are an equal opportunities employer. You must be able to provide proof of your eligibility to work in the UK and proof of skills and qualifications gained. Appointment of successful applicant/s will also be subject to receiving suitable references and basic (or where job applicable) other criminal disclosure checks.

We respect and value everyone’s contribution. Wessex Water is an equal opportunities employer. We are committed to providing an environment that supports and encourages the many skills, interests, backgrounds and experiences that people from different social groups can bring. We strive to provide a workplace which is free from discrimination, harassment and bullying, and where everyone is treated with dignity and respect.