We’re recruiting for a new Team Leader to lead a team of up to 8-10 Energy Experts to deliver exceptional customer service, whilst driving performance across departmental, regulatory and contractual agreements within our exciting rapidly expanding Business department.
The department itself is a fast-paced & ever-changing environment, dealing with all aspects of the B2B energy supply world, from metering & billing, to business moves & customer front line service & complaints.
We’re looking for a self-starter to confidently manage a range of processes, help drive down the number of unbilled accounts, work items and subsequently reduce debt within the B2B space, and prevent and reduce complaints, whilst maintaining our excellent front line service.
In post, you’ll work closely with the existing Team Leaders and look to improve on our existing processes to reduce cost to serve within the team – we want you to get creative in the way in which we work today.
You’ll have a ‘can do’ proactive attitude, be people centric and able to take a measured approach to workload management, enabling delivery of key targets.
You’ll have experience in people management and any experience in client or 3rd Party management will be advantageous.
Most importantly, you’ll be a great leader who works with their people to help better develop them. Strong emotional intelligence - able to utilise a range of management techniques to get the best out of your team.
Open, flexible, and adaptable approach to work.
Creative and innovative.
Managing the ongoing development of the B2B team including managing staff performance against agreed objectives & skills levels.
Ensure that under performance is managed through utilisation of the performance support scheme best practice, in line with our People team’s process and policy.
Ensure regular 121’s are completed for all staff and ensure delivery of regular coaching sessions.
Effectively recruit new team members and facilitate their training.
Ensure the team delivers exceptional customer experience to all customers.
To reduce the number of complaints that we receive and to identify areas that need to be improved and facilitate training to support.
To deal with complaints in the company SLA periods and to uphold both the internal and external reporting processes.
Work closely with our Onboarding, Sales & Strategic teams to improve our customer relationships and service.
Produce regular reports to agreed timescales and to complete any other reporting or monitoring of workload as requested.
Work closely with our team of Analysts to help gain insight into our performance as business across an industry, team and departmental point of view.
Work closely with our Change and Transformation function by supporting the development of our new Salesforce E&U platform.
As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025
Healthcare plan, life assurance and generous pension contribution
Hybrid working
Various company discounts (including shops, gym, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.