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B2B Customer Experience Team Lead
2 months ago
About the Role
We are seeking a highly skilled and experienced Team Leader to lead a team of Energy Experts in delivering exceptional customer service and driving performance across departmental, regulatory, and contractual agreements within our Business department.
The department is a fast-paced and ever-changing environment, dealing with all aspects of the B2B energy supply world, from metering and billing to business moves and customer front-line service and complaints.
We are looking for a self-starter to confidently manage a range of processes, help drive down the number of unbilled accounts, work items, and subsequently reduce debt within the B2B space, and prevent and reduce complaints, while maintaining our excellent front-line service.
About You
You will have a 'can-do' proactive attitude, be people-centric, and able to take a measured approach to workload management, enabling delivery of key targets.
In order to succeed in the role, you will be extremely organized and commercially aware, with the ability to foresee future challenges that may arise and plan to mitigate against them. You will have experience in people management and any experience in client or 3rd Party management will be advantageous.
Key Responsibilities
- Manage the ongoing development of the B2B team, including managing staff performance against agreed objectives and skills levels.
- Ensure that underperformance is managed through utilization 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, recognizing 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 debt 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 a 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.
About Us
Ecotricity is a leading green energy company that is committed to changing the way energy is made and used in Britain. We use the money from our customers' bills to make our own renewable energy, and we are dedicated to reducing our carbon footprint and promoting sustainability.
We offer a range of benefits to our employees, including a healthcare plan, life assurance, and a generous pension contribution. We also offer flexible working arrangements, including hybrid working, and a range of company discounts.
What We Offer
- A dynamic and fast-paced work environment
- Opportunities for career development and growth
- A competitive salary and benefits package
- A range of flexible working arrangements
- A commitment to sustainability and reducing our carbon footprint
