Customer Onboarding Lead

Job Description

We're looking for an innovative and driven Onboarding Technical Lead to join our growing team at an exciting time for Good Energy. In this role, you'll play a key part in delivering a high-quality onboarding experience that is efficient, straightforward, and fully compliant. From welcoming new customers to retaining customers as they move home, you'll be passionate about creating a smooth, positive experience and ensuring every customer receives great service from the start.

We're entering an exciting new chapter, with a bold ambition to power more homes with 100% renewable energy and help customers adopt clean technologies that reduce both costs and carbon emissions. As we grow, we'll welcome many more new customers, each expecting the industry-leading service reflected in our excellent Trustpilot ratings.

Working closely with our Onboarding Specialists and using targeted reporting, you'll build a clear picture of the new-customer experience, identify opportunities for improvement, and lead changes that enhance service quality. You'll also collaborate with our Customer Operations Technical teams across Billing, Smart, Metering and Settlements to prioritise new-customer needs, reducing friction, boosting retention, and building early trust in our service.

Key Responsibilities

• Quality onboarding: Deliver high-quality onboarding for all customers, with a focus on non-digital journeys, and act as a key stakeholder in improving our online services.
• Process & performance insight: Review and improve onboarding and offboarding processes to strengthen compliance and customer experience. Design and monitor reporting that provides clear insight, tracks performance, and drives action.
• Onboarding assurance: Lead Quality Assurance across onboarding, ensuring positive customer outcomes while meeting regulatory and compliance requirements.
• Coaching & development: Provide 1:1 coaching to Specialists, identifying barriers to performance and supporting capability development alongside other Leads.
• Cross-functional collaboration: Build strong relationships with key stakeholders across the Home Leadership team, Compliance, Revenue Assurance, and Digital, ensuring shared focus on improving customer outcomes.
• Hands on support: Support Onboarding Specialists during busy periods by directly onboarding customers and role-modelling excellent customer service.

What you'll need to succeed

As a highly motivated, customer-focused problem solver, you'll use data and insight to drive improvement and deliver great outcomes. You'll communicate clearly and collaborate confidently across teams and different levels, building strong relationships along the way. This is a great opportunity if you are ready to take the next step in your career, bringing experience supporting and developing individuals as well as teams to succeed. Passionate about delivering the best-in-class service our customers know us for, you lead by example and are committed to helping both people and performance thrive.

Essentials:

• Experience within the Energy Industry
• Customer focused: Experience managing customer interactions effectively & a good understanding of what makes great Customer service.
• Organisational & prioritisation skills: Highly organised and adept at balancing multiple priorities to ensure goals are achieved.
• Data-driven strategic analysis: Capable of thoroughly reviewing complex data sets and reports to identify ways to improve.
• Cross-level communication: Possesses excellent reporting and presentation skills, comfortable providing weekly/monthly performance insight to peers, Specialists, and Senior leadership.
• Coaching & feedback orientated: Proven ability to drive improvement through effective coaching, feedback & action planning.

Desirable:

• Experience of Onboarding or leading the onboarding of new customers within the Energy Industry: Experience in either leading or providing high levels of service and compliance through onboarding processes.

Hybrid working explained: When and where you'll be in the office

Our office is based in Chippenham, Wiltshire. For this role, we're looking for candidates who can come in to our Chippenham office, once a month on our team anchor day, which is the first Friday of the month. We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday. The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

Great allowances for hybrid working:

£500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
£500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

£500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.
8% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.

For our full list of benefits please click here.