B2B Customer Experience Team Leader

About The Role

We're recruiting for a new Team Leader to lead a team of up to 8-10 Business Service Energy Experts to deliver exceptional customer service, whilst driving performance across departmental, regulatory and contractual agreements within our exciting rapidly expanding Business department.

The department itself is a fast-paced & ever-changing environment, dealing with all aspects of the B2B energy supply world, from metering & billing to business moves & customer front line service & complaints.

We're looking for a self-starter to confidently manage a range of processes, help drive down the number of unbilled accounts, Salesforce cases, reduce debt within the B2B space, and prevent and reduce complaints, whilst maintaining our excellent frontline service.

In post you'll work closely with your agents and be responsible for driving performance through effective people management, conducting monthly 121s and side by side coaching sessions as well as supporting the development of individuals through a skills matrix and our skills levels initiative.

You'll also work closely with the existing Team Leaders and look to improve on our existing processes to reduce cost to serve within the team identifying and delivering efficiencies – we want you to get creative in the way in which we work today.

About You

You'll have a 'can do' proactive attitude, be people centric and able to take a measured approach to workload management, enabling delivery of key monthly, quarterly and annual targets.

You'll have the ability to take on responsibility for managing a project and work closely with your peers and key stake holders both within and outside the department in order to deliver positive change.

In order to succeed in the role, you'll be extremely organised and commercially aware, with the ability to foresee future challenges that may arise and plan to mitigate against them. You'll have experience in people management and any experience in client or 3rd Party management will be advantageous.

Most importantly, you'll be a great leader who works with their people to help better develop them. You'll also have a proven track record in being able to motivate a team and lead them through change, communicating both the positives and more challenging topics effectively.

Attributes

• A strong leader and an exceptional team player who builds open and supportive relationships both internally and externally.
• Strong emotional intelligence - able to utilise a range of management techniques to get the best out of your team.
• Open, flexible, and adaptable approach to work.
• Able to effectively prioritise and reprioritise.
• Solutions focused and resourceful.
• Committed to continual improvement.
• Engaging and motivating attitude and style.
• Methodical and organised at managing both own and team workload – self starter.
• Is receptive to feedback and acts accordingly.
• Creative and innovative.
• Communicated constructively

Core Responsibilities

• Managing the ongoing development of the B2B team including managing staff performance against agreed objectives & skills levels and targets.
• Ensure that under performance is managed through utilisation of the performance support scheme best practice, in line with our People team's process and policy.
• Ensure regular 121's are completed for all staff and ensure delivery of regular coaching sessions.
• Effectively recruit new team members and facilitate their training.
• Ensure the team delivers exceptional customer experience to all customers.
• To reduce the number of complaints that we receive and to identify areas that need to be improved and facilitate training to support.
• To deal with complaints in the company SLA periods and to uphold both the internal and external reporting processes.
• Oversee a range of operational processes to ensure bill timeliness and customer retention.
• Create and maintain strong relationships with the wider business, recognising and delivering improvements for our customers and/ or staff.
• Work closely with our Onboarding, Sales & Strategic teams to improve our customer relationships and service.
• Work with our business Collection team by ensuring we bill our customers on time to reduce debt.
• Ensure we are industry compliant within our area and adhere to agreed deadlines and regulation.
• Produce regular reports to agreed timescales and to complete any other reporting or monitoring of workload as requested.
• Work closely with our team of Analysts to help gain insight into our performance as business across an industry, team and departmental point of view.
• Work closely with our Change and Transformation function by supporting the development of our new Salesforce E&U platform.
• Update coms templates and process documents within your allotted remit and communicate any change using change history within documents and MIPerform to the department.
• To keep up to date with new legislation surrounding your area of responsibility through our Compliance team.
• Identify and communicate both positive and negative trends for your areas of responsibility and mitigate with opening dialogue with your manager and team as appropriate.

Knowledge, skills and Experience

• Experience of team leadership with a proven track record.
• Ability to multi-task and run multiple workstreams, using own initiative.
• Ability to assess, analyse and make commercially aware decisions.
• Numerate with excellent attention to detail and problem-solving ability.
• High level of computer literacy, ideally with experience of Excel, SAP and Salesforce.
• Excellent planning and organisational skills.
• Strong verbal communication skills.
• Ability to work dynamically and accurately under pressure.
• Proven track record in meeting agreed KPIs and adhere to Project timelines.
• Ability to engage with external regulators and 3rd party organisations.
• Energy industry literate would be advantageous.

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution

Volunteering day

Hybrid working

Various company discounts (including shops, 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 targets to make the Green Britain Group net carbon neutral by 2025

Flexibility statement

The fast moving nature of the company's 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 use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. 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 build windmills, sun parks and green gas mills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gas mill, generating 100% green gas from a source that we will never run out of - grass.

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.