Customer Care Community Team Leader
Contract: 12 month FTC
Location: London, Hybrid
Salary: Competitive
Application Deadline: 4th April 2025
About So Energy: 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). We’re customer-centric, tech-led, and passionate about sustainability.
The Role: Reporting into our Resolutions Manager, we’re looking for a Customer Care Community Team Leader.
What you’ll be getting up to:
* Team Leadership & Development: Coach and develop team members, fostering professional growth.
* Conduct training sessions to enhance customer service skills.
* Identify development opportunities and create personalized development plans (PDPs).
* Lead by example, inspiring a culture of accountability and excellence.
* Performance Management: Conduct monthly 1-1 meetings with team members. Set and monitor KPI targets, making data-driven decisions to optimize performance.
* Manage team absences and sick leave effectively.
* Recruitment & Stakeholder Engagement: Participate in hiring and onboarding new team members.
* Collaborate with Marketing on social media strategies to enhance customer engagement.
* Customer-Centric Initiatives: Monitor customer feedback to identify churn risks.
* Continuously improve team processes to enhance customer service.
* Reporting & Data Analysis: Optimize reporting processes to improve efficiency.
This role will be a great fit if:
* Customer-Centric Mindset: Passion for delivering exceptional service and reducing churn.
* Analytical Ability: Experience in data analysis and performance monitoring.
* Process Improvement: Ability to identify inefficiencies and implement solutions.
* Stakeholder Management: Strong communication and collaboration skills across departments.
* Resilience & Adaptability: Ability to manage change and drive team success in a dynamic environment.
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.
Hiring Process:
* Talent Screen - 30 minutes
* Hiring Manager Interview & Presentation - 1 hour
Diversity, Equity, Inclusion & Belonging: At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging.
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