B2B Customer Experience Team Lead

7 days ago

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

We're seeking a seasoned Team Leader to spearhead a team of Energy Experts in delivering exceptional customer service and driving performance across departmental, regulatory, and contractual agreements within our rapidly expanding Business department.

The department is a fast-paced and ever-changing environment, handling all aspects of B2B energy supply, from metering and billing to business moves and customer front-line service and complaints.

We're looking for a self-starter to confidently manage a range of processes, help drive down unbilled accounts, work items, and debt within the B2B space, and prevent and reduce complaints while maintaining excellent front-line service.

In this role, you'll work closely with existing Team Leaders to improve processes, reduce cost to serve, and get creative in the way we work today.

About You

You'll have a proactive attitude, be people-centric, and able to take a measured approach to workload management, enabling delivery of key targets.

You'll be extremely organized and commercially aware, with the ability to foresee future challenges and plan to mitigate against them. Experience in people management and client or 3rd Party management will be advantageous.

As a great leader, you'll work with your people to help develop them, motivate a team, and lead them through change.

Key Responsibilities
  • Manage the ongoing development of the B2B team, including managing staff performance against agreed objectives and skills levels.
  • Ensure underperformance is managed through 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 deliver regular coaching sessions.
  • Effectively recruit new team members and facilitate their training.
  • Ensure the team delivers exceptional customer experience to all customers.
  • Reduce the number of complaints received and identify areas for improvement, facilitating training to support.
  • Deal with complaints within the company SLA periods and uphold internal and external reporting processes.
  • Oversee operational processes to ensure bill timeliness and customer retention.
  • Create and maintain strong relationships with the wider business, recognizing and delivering improvements for customers and staff.
  • Work closely with Onboarding, Sales & Strategic teams to improve customer relationships and service.
  • Work with the business debt team to ensure timely billing and reduce debt.
  • Ensure industry compliance within the area and adhere to agreed deadlines and regulation.
  • Produce regular reports to agreed timescales and complete any other reporting or monitoring of workload as requested.
  • Work closely with Analysts to gain insight into performance across industry, team, and departmental perspectives.
  • Support the development of our new Salesforce E&U platform with the Change and Transformation function.
About Us

Ecotricity is Britain's greenest energy company, committed to changing the way energy is made and used in Britain by replacing fossil fuels with clean, renewable energy.

We use the money from our customers' bills to make it ourselves, building windmills and sun parks in Britain. We're developing green gas mills, geothermal energy, and electric vehicle charging points.

We're an equal opportunities employer, committed to providing equality for all.

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