Customer Service Team Leader

Job Description

As a skilled Customer Service Team Leader your mission is to provide leadership, best practices, support and coaching to our agents, to enable them to provide exceptional service to every one of our customers.

You'll be responsible for up to 15 Customer Service Agents, to deliver outstanding customer service whilst continuously improving performance against the industry.

This is a fast paced and ever-changing environment, dealing with all aspects of the customer journey, including billing, pay as you go and home move operations.

You will be expected to roll your sleeves up and get stuck in, whether it's helping a colleague, working some work items or cases, talking to our customers, running reports, continuously striving for better or dealing with an escalated complaint.

36.5 hours a week: Shift work between 8.30am to 7.30pm Monday to Friday, some Saturday and Sundays 9am-5pm and some Bank holidays 9-5pm.

Core Responsibilities

• Develop an effective, efficient team through training & coaching, quality checks and the reviewing and handling of relevant personnel issues.
• Managing the ongoing development of the team including managing staff performance and productivity against agreed objectives & skills levels.
• Ensure regular 1-2-1's and skills levels are completed for all team members, and regular coaching sessions are in place to enable continuous development of the team.
• Ensure regular quality checks are undertaken with the team, and all feedback is given and recorded appropriately, and any required training and coaching is arranged.
• Support the continuous improvement process for the Customer Service Team.
• Drive down the unbilled (failed and draft bills) and maintain this at a BAU level.
• Monitor to ensure Home moves are being produced correctly to ensure accurate billing first time.
• Working with the Work Force Management team, ensure all rotas are completed in a timely manner and maintained accurately.
• Real timing for the centre to ensure we have enough people on each area of work and agents are adhering to their schedule.
• Support and enable the training/upskilling of end to end processes and embedding of first contact resolution across the department.
• Effectively recruit new team members and facilitate their training.
• Planning and objective setting for all team members to deliver against business objectives and OTE.
• Manage relationships with internal and third-party customers to ensure excellent customer service is delivered.
• Ensure the team and department are up to date with any key industry changes and process updates along with any changes in compliance.
• Be the escalation point for the teams internal resolutions and complaints.
• Ensure departmental processes and procedures are written up and kept up to date.
• Understand the work types and workloads coming into the department and ensure this is relevant, resourced, and resolved efficiently.
• Produce and update weekly, monthly reports and dashboard to agreed timescales.
• To comply with all DPA and GDPR guidelines.

This is a hybrid role with a requirement of a minimum of 3 days to be spent working from our Stroud office, we are unable to consider anyone looking to work on a fully remote basis for this vacancy.

About You

• Enthusiastic, proactive and comfortable in taking the lead across cross functional departments at all levels.
• Is curious and enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements.
• Emotionally intelligent with strong interpersonal skills and the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas.
• Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
• Passionate about what they do and about making a difference.
• You're confident you can help upskill your team, using your coaching skills to share your experience and knowledge.
• Manage stakeholders and challenging situations.
• Demonstratable experience at a similar role level would be advantageous.
• Experience in the energy sector is desirable but not essential.

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, 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

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast moving nature of the 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it's more than just green energy - the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.