Customer Service Team Lead

3 weeks ago

Stevenage, United Kingdom GRIDSERVE Full time

GRIDSERVE is a forward-thinking, technology-enabled sustainable energy business. We are committed to delivering net zero transport at the speed and scale the climate crisis requires to prevent global temperature rises exceeding 1.5°C of warming.


We #deliver net zero transport through our pioneering and multi award-winning Sun-to-Wheel platform: developing, delivering and operating world class customer-focused electric vehicle charging networks powered by solar energy and batteries. We support the success of our networks and the EV transition through driving the uptake and success of electric vehicles with GRIDSERVE Car Leasing.


Everything we do is underpinned and connected by a technology-agnostic, proprietary data platform that grows and improves every day.


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ROLE OVERVIEW


We're looking for dynamic, personable, and energetic individuals with experience leading or supervising a team to join our Forecourt EV experience as the Customer Service Team Lead, known internally as GRIDSERVE Guru Team Lead. The role is responsible for leading the day-to-day delivery of our EV Experience, overseeing the Guru team and ensuring brand and operational excellence standards are achieved at GRIDSERVE®’s brand-new Stevenage Electric Forecourt, our fourth exciting location


The Guru Team Lead will support the Guru team on shift with any queries they have, ensuring the rota runs smoothly and acting as a point of escalation where required in the absence of the General Manager. Join us in pioneering sustainable energy solutions and be part of an innovative team dedicated to shaping the future of electric vehicle charging and customer service excellence.


This role will require some flexibility to work hours that include early mornings, late evenings, and weekends to align with our operational needs. Join us in pioneering sustainable energy solutions and be part of an innovative team dedicated to shaping the future of electric vehicle charging and customer service excellence.


The Electric Forecourt is one of the most technically advanced electric vehicle charging stations, powered by 100% renewable energy with a retail facility featuring a high-quality lounge for customers to use while their vehicles are charging. This also acts as an educational area, providing information about electric vehicles, solar energy generation and ecology.


MAIN RESPONSIBILITIES


  • Act as a keyholder and duty manager of the Electric Forecourt - this can include supporting management with overseeing the safe and efficient running of the facility and handling customer issues or questions.
  • Deliver the EV experience against all KPIs, ensuring all financial and non-financial targets are exceeded.
  • Deliver a customer centric environment, which helps demystify the barriers of electric vehicles and provides a space where customers can learn and reflect on the benefits of electric vehicles.
  • Support the Guru team in achieving and exceeding their targets
  • Generate leads into GRIDSERVE Car Leasing through customer engagement and increasing GRIDSERVE product awareness and knowledge.
  • Lead on managing the onsite fleet of display/test drive vehicles. Ensuring excellent standards maintaining, cleaning and showcasing of the vehicles.
  • In the absence of the General Manager (GM) or Assistant General Manager (AGM) – lead the team on shift to deliver an unbeatable service.
  • Resolve customer complaints where possible before escalation to the GM or AGM.
  • Lead on compliance ensuring all policies and procedures are adhered to during the shift.
  • Assist the GM and AGM with the training of the existing retail team and any new starters.
  • Maintain excellent standards of health, safety and cleanliness in line with standards


PERSON SPECIFICATION


As the EV Guru Team Lead you must be enthusiastic, determined, and passionate about the customer experience with 1st class standards.


We are looking for someone with a strong understanding of what makes excellent customer service, with excellent people skills and the ability to adapt their communication style to build rapport and strong relationships with customers and internal stakeholders alike.


As the Team Lead you will have a positive approach to work ad the ability to foster motivation and drive engagement and high performance across the Guru team.


We are looking for the following experience and qualifications:


  • Managing, supervising or coaching a team in a similar Team Lead or Supervisor role within retail or hospitality.
  • Due to the requirements of the role applicants must have a full UK driving licence they've held for a minimum of a year.


Equal Opportunity statement:

GRIDSERVE is committed to being an Equal Opportunity Employer. We ensure that all individuals are treated with fairness and respect in our hiring process, regardless of gender (including gender identity, gender expression, and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership, or membership in any other legally protected category.


Company culture & values

GRIDSERVE prides itself in providing a workplace that is friendly, encourages creativity and independence, empowering each team member to work at their best. We are passionate with an entrepreneurial spirit, hard-working but always find time to ‘let our hair down’.

We aim to work with awesome people who align with our values to achieve greater results.


Consider the values below and ask how well these resonate with the principles you hold:


Be awesome We aim to delight: ‘great’ is our minimum bar

Positively charged We are positive people who approach life and every task full of healthy energy

Synergy seekers We have each other’s back, and appreciate that the whole is greater than the sum of its parts

Legacy creators We strive to deliver positive change through strong ethics and sustainable choices

Straight up We are open, honest, direct people who accept responsibility and sweep nothing under the carpet

Risk mitigators We stack the odds in our favour by taking risks we have the ability to influence

Thought leaders We have the strength and conviction to create a better path, and to follow gut instincts

Solutions focussed We embrace problems as opportunities and focus our time and energy on solutions

Our dedication extends to fostering an inclusive environment where employees are empowered, and diversity is embraced. We encourage everyone to participate actively and respond to our commitment to equality.


Company benefits:

Financial benefits: competitive pay, share options, pension, life insurance, income protection, retail & entertainment discounts.

Wellbeing and work life balance: 33 days annual leave inc. public holidays, generous maternity and paternity leave, excellent family cover private health, employee assistance programme, 24/7 GP access.

Planet friendly: EV leasing salary sacrifice scheme, EV leasing referral, cycle to work scheme.

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