Role Summary
Job Description
Service Delivery Manager – Utilities | UK BPO
We are currently looking for more amazing people to join the Sigma Family, this time as a Service Delivery Manager. Before we tell you more about this opportunity, let us share why you should join us at Sigma.
Location: Sigma Diepriver Office
Hours: Operational requirements
Salary: Competitive
Who are the Sigma Family?
At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.
What being a part of the Sigma Family means for you!
Career development and opportunities to apply for internal promotions following your probationary period.
Monthly, Quarterly and Annual awards with marvelous prizes.
Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
Join communities and collaborate with your colleagues on our internal Social Media platform.
The opportunity to be a part of an equal, diverse and inclusive workplace – all amazing people are welcome in the Sigma Family.
What Your Day-to-Day will Look Like:
You will drive performance and service delivery alongside mid-senior management within the Utilities / Pre-Payment Department. Day to day queries that would need be seen to includes but not limited to; metering, top-ups, smart meters, billing, refunds, change of supply, home moves and payment adequacy. You’ll be focused on driving campaign performance and tracking outcomes. You’ll be reporting into an Operations Manager, most of which will have started as an advisor themselves, so they are the best placed to support you. You will be effectively coaching and mentoring your Team Managers to better overall campaign performance.
What Amazing People Will Bring to the Role:
You have at least 2-3 years Team Management experience working in a utilities BPO environment. You are vibrant, energetic and full of charisma and determined to make this role your own. You are a person who is passionate about delivering exceptional customer service. You are forward thinking and driven to always be your best. You thrive driving performance and cultivating great relationships with internal and external stakeholders. You are confident Leader who strives to achieve the best results possible. You embrace change, and Delivering excellent customer service through various platforms. We do ask that you have a willingness to learn and an ambition to shine! If you have the attributes above, you are going to love it here!
Requirements:
- At least 2-3 years’ Team Management experience in utilities / pre-payment within a BPO contact centre environment is essential
- Experience managing Team Managers within a contact centre environment is advantageous
- Quantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is preferred.)
- Experience in collections and/or credit management will be a distinct advantage.
- High level written and spoken communications skills in English
- Track record of success in delivering productivity and revenue growth.
- Competent in the use of Microsoft Office products
Simple and Straight Forward Recruitment.
We don’t see the value in making candidates jump through hoops. Once you’ve sent us your CV, if we think we have a suitable position for you, we’ll contact you for a short telephone conversation. If you seem like a potential new member of the Sigma Family, you will then be invited to one of our Talent Sessions or a 121 interview. And that’s it, if successful you’ll be given a start date and contacted by our amazing onboarding team to get you ready for day 1.
If you like the sound of being part of the Sigma Family then don’t wait and get applying!
