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B2B Customer Experience Team Leader
2 months ago
We are seeking a highly skilled and experienced Team Leader to lead our B2B Customer Experience team. As a key member of our Business department, 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 business development. You will be responsible for managing staff performance, ensuring regular coaching sessions, and facilitating training for new team members.
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 the 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.
- Reduce the number of complaints received and identify areas that need to be improved and facilitate training to support.
- Deal with complaints within the company SLA periods and uphold both 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 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.
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're always looking for ways to improve our services and reduce our impact on the environment.
We're an equal opportunities employer and are committed to providing equality for all. We offer a range of benefits, including a healthcare plan, life assurance, and a generous pension contribution. We also offer flexible working arrangements and a range of company discounts.
