External Liaison Team Leader

We are looking for an External Liaison Team Leader to join our large customer billing department. You will lead a team of field-based officers and office-based administrators responsible for home visits, help scheme assessments over the phone, managing our empty property process and representing the company at court.

The role is 37 hours a week Monday to Friday between the hours of 8am and 6pm.

What you'll do

• Develop, coach and motivate your team to maintain a customer centric culture and deliver outstanding customer service.


• Work closely with your team to work towards collection targets whilst supporting vulnerable customers and balancing work to improve our empty property process.


• Engage with your team in a busy environment and act as an escalation point.


• Hold productive 121's and probation reviews with your team members.


• Maintain a high standard of compliance with Health and Safety standards including lone worker measures.


• Be an ambassador for change, sponsoring simplification with your team and the wider business.


• Contribute to the continuous improvement of the customer billing department.


• Work closely and collaborate with key people across the business.
  
  Strong people management experience.


• You put the customer first and want to deliver outstanding service.


• You can build and maintain a customer centric culture within your team.


• You have excellent clear written and verbal communication skills.


• You get a kick out of coaching your team members to those aha! moments.


• You are patient, level-headed and remain calm under pressure.


• You think on your feet. You like learning new things, and you can learn quickly.


• When change happens, you're at the front, leading the changes.


• Information technology skills and use data to inform your decision making.


• High organisational skills to manage resources and prioritise workloads effectively.
  
  Pelican is a multiple award-winning company based in Nailsea just south of Bristol providing customer services for clients including Wessex Water and Bristol Water. From meter reading and billing to collections and customer support.


We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.

We are proud to have won several awards including Best Customer Engagement, Best People Engagement, Best Mental Health in the workplace, 2021 and 2022 South West Contact Centre of the year and have recently been ranked 19th in the Sunday Times Best 100 Companies to work for in the UK.

We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people.

We have signed the Armed Forces Covenant and are a Disability Confident Committed employer. Please let us know if you need any additional support or help to assist you in your application.

All our roles are subject to disclosure and barring screening (DBS) checks and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis.

All candidates are required to provide us with right to work in the UK documentation and, regretfully, we are not able to offer sponsorship at this time.

We are popular and we may close our advert sooner than it says. We recommend you apply straight away so you don't miss the opportunity to join us!

We offer a wealth of both financial and non-financial benefits, including:

• 25 days' holiday rising to 28 with length of service


• Up to 20% combined pension contribution


• Opportunity to buy or sell holiday


• Pay increments yearly rewarding your first 3 years of service


• Performance related bonus of up to 10%


• Optimise Health Plan supporting you with your healthcare costs


• £1000 'Refer a friend/family' scheme


• Life assurance of up to four times your salary


• Sustainable benefits including electric vehicle and cycle2work schemes


• A range of family friendly policies including enhanced maternity and paternity leave


• Paid community day


• Cashback and discounts from over 3,000 retailers