B2B Customer Experience Team Lead

3 days ago

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

We're seeking a highly skilled 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're 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'll 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'll be extremely organized and commercially aware, with the ability to foresee future challenges that may arise and plan to mitigate against them.

You'll have experience in people management and any experience in client or 3rd Party management will be advantageous.

Most importantly, you'll be a great leader who works with their people to help better develop them.

You'll also have a proven track record in being able to motivate a team and lead them through change.

Key Responsibilities
  • Managing the ongoing development of the B2B team, including managing staff performance against agreed objectives and skills levels.
  • Ensuring that underperformance is managed through the utilization of the performance support scheme best practice, in line with our People team's process and policy.
  • Ensuring regular 121's are completed for all staff and ensuring delivery of regular coaching sessions.
  • Effectively recruiting new team members and facilitating their training.
  • Ensuring 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.
  • Overseeing a range of operational processes to ensure bill timeliness and customer retention.
  • Creating and maintaining strong relationships with the wider business, recognizing and delivering improvements for our customers and/or staff.
  • Working closely with our Onboarding, Sales & Strategic teams to improve our customer relationships and service.
  • Working with our business debt team by ensuring we bill our customers on time to reduce debt.
  • Ensuring we are industry compliant within our area and adhere to agreed deadlines and regulation.
  • Producing regular reports to agreed timescales and to complete any other reporting or monitoring of workload as requested.
  • Working 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.
  • Working closely with our Change and Transformation function by supporting the development of our new Salesforce E&U platform.
About Us

Ecotricity is Britain's greenest energy company. We're 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 too - we build windmills and sun parks in Britain. We call this 'bills in to mills'. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of - grass.

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

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