Head of Service

2 months 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 performance of cross functional and skilled teams delivering the day-to-day operation whilst continuously improving and challenging the way things are done.

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.
Provide operational expertise and support to the teams.
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.
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.
Develop with our Director of service improvements to our customer satisfaction scores and trust pilot rating.
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


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.
Healthcare plan, life assurance and generous pension contribution
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

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. 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. 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 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.

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