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Head of Customer Service

2 months ago

Stroud, United Kingdom Ecotricity Full time

About The Role


At Ecotricity, our customers are at the heart of everything we do. Our diverse operations team deliver the excellent customer experience Ecotricity customers come to expect.

We’re looking for a talented and experienced Head of Customer Service to join us in Stroud for a minimum of 3 days a week and 2 days at home. You’ll be responsible for the smooth running of our end to end customer service offering; managing performance of cross functional and skilled teams delivering the day-to-day operation whilst continuously improving and challenging the way things are done.

What you’ll be doing…


  • Lead and manage a group of team leaders who in turn look after teams of customer service specialists in customer service, billing, home moves, Pay as you go and complaints.
  • Monitor and improve the day to day running of the operational functions including but not limited to: Team management, Operational and real time reporting and Compliance.
  • Look at constant improvements of our processes, our people and our systems.
  • Provide operational expertise and support to the teams.
  • Establish and maintain strong relationships with internal and external stakeholders
  • You will develop and embed an inclusive, engaging, fun and rewarding culture and customer experience, setting the tone for your team.
  • Drive KPI’s to improve first customer contact resolution, improve and maintain service levels, reduce complaints, reduce unbilled, and increase profitability through reducing our cost to serve.
  • You will be responsible for managing finance and budgets.
  • Understand, reduce and sustain BAU unbilled numbers through insight and analysis and address root causes and develop training for our people that facilitates the flexibility and agility in working unbilled accounts.
  • Improve the cost to serve by baselining with the Director of Service and our finance business partner and then improve first contact resolution in all area’s.
  • Drive the already improved CAB scores so that we are number 1 in all areas, and maintain our Which? Recommended energy provider status
  • Develop with our Director of service improvements to our customer satisfaction scores and trust pilot rating.
  • Work collaboratively with our Head of Sales and Marketing identifying failure demand as a result of poor onboarding and look to find solutions that reduce our failure demand and in turn cost to serve.
  • Work collaboratively with your Head of colleagues to identify upskilling opportunities within the customer services function, and share insight on contact demand reasons to improve back-office functions



About You


  • A team player and an awesome relationship builder who is able to build great working relationships with people across cultures and perspectives.
  • You are a confident and experienced people leader who can hit the ground running in a dynamic environment, happy to take on tasks in all areas – don't be afraid to get into the detail.
  • Be super organised and think practically about all the tasks needed to get the job done.
  • You are adaptable, positive and proactive and energised by working in a fast-paced environment characterised by constant change.
  • You’ll have experience in management, operations, and leadership.
  • You are someone who establishes and works with a network quickly to deliver promptly, with a focus on quality and delivery.
  • You will be analytical, seeking out data and using this to inform your decisions.
  • Energy industry experience desirable



About Us


What's in it for you...


Healthcare plan, life assurance and generous pension contribution

Volunteering day

Hybrid working

Various company discounts (including gym, 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 it's people in the best possible way at all times and helps the employees to make 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 and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2024, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.


We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.


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