London, Hybrid
️ Our Perks
* Personalised Learning and Development Budget
* Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
* 25 Holiday Days + your local bank holidays
* 1 Birthday day – it only happens once a year!
* 3 So Giving Days - spend these days giving back to your chosen cause
* Religious Celebrations Leave
* Mental Healthcare – Sessions withUnmind
* Enhanced Family Leave
* Values-driven culture – we’re really proud of our culture.
So Energy
Who we are
So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.
We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:
* Clear
* Honest
* Ambitious
* Inquisitive
* Caring
* Sustainable
The Role
Head of Customer Careat SO ENERGY
Reporting to our Customer Operations Director.
This role is responsible for leading our customer facing teams to deliver outstanding customer experience. The teams respond to all of our inbound customer contact through omni channels and are our frontline in delivering market leading experience. The Head of Customer Care has to have a key focus on operational efficiency and continuous improvement, they have to ensure we meet all regulatory standards. Leading our largest team, people development, empowerment and performance management are crucial in this role. As a senior leader, the Head of Customer Care will play a key role in setting and delivering our customer service and company strategy.
What you’ll be getting up to:
* Contributing to the overall success of the business by playing an active role in the leadership team
* Lead and inspire your team to create a highly motivated and engaged team to deliver the business goals of industry leading customer experience
* Creating a people centric culture that enables opportunities for growth and development that enhances employee satisfaction
* Champion a great customer experience, understanding how customers want to converse with us, and develop a strategy to fulfil this
* Developing and implementing Team Goals and KPIs to manage performance and maximise customer satisfaction
* Strengthening So Energy’s reputation in the market by harnessing feedback from tools such as Trustpilot, CSAT and NPS, and utilising these to develop into a strategic long-term plan for customer delivery
* Accountable for Ombudsman and Citizen Advice relationships to drive a partnership approach to improve customer experience
* Accountable for our Citizen Advice scoring, and mobilising the company to deliver our key targets
* Utilise technology, data and best practice to deliver an enhanced customer and employee experience through operational excellence, modernised processes & cost optimisation
* Enhance First Contact Resolution and identify opportunity for specialism where it benefits the customer journey
* Continually enhance the knowledge and experience of the team, enabling them to be the best within their individual areas of delivery.
* Work with core partners to not only shape the delivery of your function, but to ensure consistent ownership and measurement of P&L, cost to serve, shrinkage, contact reduction etc
* Act as the voice of the customer for So Energy
* Act as a customer champion to ensure best in class service across the whole of customer operation, constantly interfacing with the other core departments to create great feedback loops, better agent experience and better customer service
* Develop insight on the use of new tools and technologies; Voice, CRM, Case Management, WebChat etc and WFM to create a cost effective operation consistently achieving contact handling SLAs
* Accountable for all third party relationships within the Customer Care Department.
* Accountable for performance and efficiency within the Customer Care space
* Develop and execute short-term and long-term planning strategies in alignment with business goals, service level targets, and regulatory requirements for all Customer Operations teams
This role will be a great fit if:
* You have Contact Centre experience where a record of delivering industry leading customer experience can be proven
* An experienced people leader able to motivate, coach, mentor and develop teams in customer care, managers, team leaders, agents
* Ability to manage large teams and align, inspire people behind the company vision.
* Performance management – set KPIs and SLA’s, analyse metrics and take appropriate action to deliver the desired outcomes across a fast paced contact centre environment and at all levels (managers, team leaders, agents)
* Ability to influence, communicate and collaborate effectively with your team, and peers
* Excellent communication and influencing skills to manage stakeholder relationships successfully
* Experience of leading a contact centre in a regulated environment
* Experience of delivering continuous improvement to drive efficiency across the operation
* Experience working cross functionally with different departments such as product, engineering, and business analytics
* Experience using data to gain insight to drive improvement and efficiencies
Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.
So, if this role excites you, don’t let our role description hold you back, get applying!
Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.
Our Values
We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.
Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues
Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.
Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.
Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers
Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.
Diversity, Equity, Inclusion & Belonging
At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at SoEnergy. We strive to embed it not just into our values but throughout our entire culture.
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