Head of Customer Service

3 weeks ago

Stroud Gloucestershire, 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.

  • Head of Customer Service

    3 weeks 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...

  • Head of Customer Service

    3 weeks ago

    Stroud, United Kingdom Ecotricity Full time

    About The RoleAt 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...

  • Head of Customer Service

    2 weeks ago

    Stroud, United Kingdom Ecotricity Full time

    About The RoleAt 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...

  • Head of Customer Service

    3 weeks ago

    Stroud, United Kingdom Ecotricity Full time

    About The RoleAt 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...

  • Head of Customer Service

    3 weeks ago

    Stroud, United Kingdom Ecotricity Full time

    About The RoleAt 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...

  • Head of Service

    2 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    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...

  • Head of Finance

    1 month ago

    Stroud, United Kingdom Gloucestershire Counselling Service (GCS) Full time

    Office Management Role **Job Description**: **Reporting to**: CEO Located at Head office - Stroud - hybrid working. **Term**: Permanent Main Responsibilities Financial Management Develop and manage the annual budget in collaboration the Senior Leadership Team & Treasurer Oversee financial planning, forecasting, payroll, and reporting. Ensure...

  • Customer Service Administrator

    1 month ago

    Stroud, United Kingdom Fannin UK Ltd (part of DCC Vital) Full time

    **Role**: Customer Service Administrator **Location**: Stroud Office, Bath Road GL65 3TJ **Contract**: Fixed-Term Contract for 6 months **Hours of Work**: - Full-time, Monday to Friday (37.5 hours per week). Option to work from home for 2 days per week (3 days in the office) after training period **The Opportunity** This is an opportunity for a...

  • B2B Customer Services Advisor

    2 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About The Role Our Energy Experts are a one stop shop for any customer query; we are using cutting edge technology to get our customers talking to the right person - first time. We don’t give our people scripts we want you to be yourself while helping our customers at the same time. The role will involve a mixture of both inbound and outbound work for...

  • Hybrid - Customer Service Advisor, Pensions

    2 weeks ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Our Energy Experts are a one stop shop for any customer query; We don’t give our people scripts we want you to be yourself while helping our customers at the same time. Energy companies expect customers to wait a lifetime to be answered…. Our team get to our customers much sooner, we have a person on the end of the phone, it doesn’t matter what the...

  • Customer Service Agent

    1 month ago

    Stroud, United Kingdom First Base Employment Ltd. Full time

    **Customer Service Agent** **Location**:Stroud **Hours**:8.30am - 5.00pm **Salary**:£23,980 **Key Responsibilities** - To pro-actively communicate with the Sales Team & deliver exceptional administrative support at all times - To accurately input all manual sales orders on to the internal company system in an efficient & timely manner - To take personal...

  • Customer Service Technician

    2 weeks ago

    Cheltenham, Gloucestershire, United Kingdom Vistry Group Full time

    We have an exciting opportunity for a Customer Service Technician to join our team within Vistry Cotswolds, at sites across the region with head office in Cheltenham. As our Customer Service Technician, you will rectify defects reported by purchasers within the Vistry and NHBC warranty periods and continue the Company's commitment to the customer...

  • Customer Service Technician

    2 weeks ago

    Cheltenham, Gloucestershire, United Kingdom Vistry Group Full time

    We have an exciting opportunity for a Customer Service Technician to join our team within Vistry Cotswolds, at sites across the region with head office in Cheltenham. As our Customer Service Technician, you will rectify defects reported by purchasers within the Vistry and NHBC warranty periods and continue the Company's commitment to the customer...

  • Customer Services Consultant

    2 months ago

    Stroud, United Kingdom Post Office Ltd Full time

    **Summary**: **Salary**: Starting from £12.62 and raising to £14.53 after 12 months (Subject to completion of probation period) **Grade**: CSC **Reporting Line**: Branch Manager **Contract Type**:Permanent **Hours**: 21.5 Hours per week **Location**: 16-17 Russell St, Stroud ,GL5 3AA **Closing Date**: 21/05/2024 **What to expect**: Here at the Post...

  • Customer Service Representative

    2 months ago

    Stroud, United Kingdom Invivo Healthcare Full time

    **About Invivo** We are a healthcare company offering the latest advancements in bioscience, diagnostics and therapeutics to healthcare practitioners and their patients. Our B Corporation Certification solidifies our commitment to sustainable business practice and for using our business as a force for good. Our size means we can make things happen quickly...

  • Customer Service Administrator

    2 months ago

    Stroud, United Kingdom I2I Recruitment Full time

    I am currently supporting my client within their highly reputable FMCG company, who are looking for a Customer Service professional to play a key part in the Supply Chain of receiving orders and arranging accordingly with suppliers! - Your pro-active and multi-tasking ability will work brilliantly within the role due to how multi-faceted it is, if you are...

  • Customer Service Advisor

    1 month ago

    Stroud, United Kingdom GB Solutions Full time

    £20,700 - £25,650 DoE Stroud / Hybrid A well-established client and clear leader in their field, are looking for a Customer Service Advisor to join their busy business team. The role of Customer Service Advisor is varied, challenging, and rewarding and requires good communication and organisational skills with good attention to...

  • Customer Service Helpdesk

    2 months ago

    Stroud, United Kingdom We Talk Talent Full time

    Have you always wanted to work within the IT industry but have no experience? My client is seeking to hire a Helpdesk Support / Customer Service Advisor who will have the opportunity to be part of a forward-thinking organisation. You will have excellent customer service skills, with a passion for developing your expertise within the IT industry. Offering a...

  • Customer Services Administrator

    1 month ago

    Stroud, United Kingdom DCC VITAL Full time

    **Req ID**:7212**Company**:DCC Vital - Fannin UK**Salary**:24000**Location**:Stroud, GB, GL5 3TJ**Contract Type**:Fixed Term Contract**Date Posted**:19 Jun 2024**Description**: **Customer Service Administrator** - Location - Stroud Office- Fixed-Term - 6-month contract**The Opportunity** - This is an opportunity for a customer-focused individual to join a...

  • Head of Domestic Strategy

    1 month ago

    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Job Description About The Role To support and lead a variety of strategic initiatives, inclusive of playing a pivotal role in building the domestic retail annual/long-term strategic plans. This position is crucial to Ecotricity’s ability to establish its short, medium, and long-term plans in a highly challenging sector. You will need to collaborate with...