B2B Customer Experience Team Lead

2 days ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time
About the Role

We're seeking a highly skilled and experienced Team Leader to lead our B2B Customer Experience team. As a key member of our team, you will be responsible for managing a team of Energy Experts to deliver exceptional customer service and drive performance across departmental, regulatory, and contractual agreements.

The ideal candidate will have a strong background in customer service, team management, and performance improvement. You will be responsible for ensuring that our customers receive the highest level of service, while also driving down the number of complaints and improving overall customer satisfaction.

Key Responsibilities
  • Manage the ongoing development of the B2B team, including staff performance, skills development, and recruitment.
  • Ensure that underperformance is managed through the performance support scheme, in line with our People team's process and policy.
  • Conduct regular 121s and coaching sessions to support team members in achieving their goals.
  • Oversee operational processes to ensure bill timeliness, customer retention, and industry compliance.
  • Work closely with our Onboarding, Sales, and Strategic teams to improve customer relationships and service.
  • Collaborate with our Business Debt team to reduce debt and improve cash flow.
  • Produce regular reports to agreed timescales and complete any other reporting or monitoring of workload as requested.
About Us

Ecotricity is Britain's greenest energy company, dedicated to changing the way energy is made and used in Britain. We're committed to providing exceptional customer service and driving performance across our business.

As a valued member of our team, you will be supporting our Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025.

We offer a range of benefits, including a healthcare plan, life assurance, and generous pension contribution. You'll also have the opportunity to work in a fast-paced and dynamic environment, with a focus on innovation and continuous improvement.

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