Customer Service Team Leader

Overview

Lead and develop a team of up to 15 agents to deliver exceptional customer service.

Key Responsibilities

• escalation management
• roster management
• quality checks
• reporting dashboard
• billing accuracy
• team development

Tasks

You will be expected to roll your sleeves up and get stuck in, whether it’s helping a colleague, working some work items or cases, talking to our customers, running reports, continuously striving for better or dealing with an escalated complaint. As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets. As a skilled Customer Service Team Leader your mission is to provide leadership, best practices, support and coaching to our agents, to enable them to provide exceptional service to every one of our customers. You’ll be responsible for up to 15 Customer Service Agents, delivering outstanding customer service whilst continuously improving performance against the industry. This is a fast paced and ever-changing environment, dealing with all aspects of the customer journey, including billing, pay as you go and home move operations. -Be the escalation point for the teams internal resolutions and complaints. -Drive down the unbilled (failed and draft bills) and maintain this at a BAU level. -Ensure departmental processes and procedures are written up and kept up to date. -Understand the work types and workloads coming into the department and ensure this is relevant, resourced and resolved efficiently. -Working with the Work Force Management team, ensure all rotas are completed in a timely manner and maintained accurately. -Ensure regular quality checks are undertaken with the team, all feedback is given and recorded appropriately and any required training and coaching is arranged. -Manage relationships with internal and third-party customers to ensure excellent customer service is delivered. -Managing the ongoing development of the team including managing staff performance and productivity against agreed objectives & skills levels. -Ensure the team and department are up to date with any key industry changes and process updates along with any changes in compliance. -Support and enable the training/upskilling of end to end processes and embedding of first contact resolution across the department. -Ensure regular 1-2-1’s and skills levels are completed for all team members and regular coaching sessions are in place to enable continuous development of the team. -Produce and update weekly, monthly reports and dashboard to agreed timescales. -Comply with all DPA and GDPR guidelines. -Effectively recruit new team members and facilitate their training. -Monitor to ensure Home moves are being produced correctly to ensure accurate billing first time. -Support the continuous improvement process for the Customer Service Team. -Planning and objective setting for all team members to deliver against business objectives and OTE. -Manage stakeholders and challenging situations. -Develop an effective, efficient team through training & coaching, quality checks and the reviewing and handling of relevant personnel issues.

Requirements

• energy sector
• motivated
• problem solving
• proactive
• leadership
• hybrid

What You Bring

This is a hybrid role with a requirement of a minimum of 3 days to be spent working from our Stroud office, we are unable to consider anyone looking to work on a fully remote basis for this particular vacancy. -Experience in the energy sector is desirable but not essential. -Highly motivated, with the ability to work on own initiative and deliver to tight deadlines. -Is curious and enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements. -Enthusiastic, proactive and comfortable in taking the lead across cross functional departments at all levels. -Emotionally intelligent with strong interpersonal skills and the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas.

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Benefits

36.5 hours a week: Shift work between 8.30am to 7.30pm Monday to Friday, some Saturday and Sundays 9am-5pm and some Bank holidays 9-5pm. -Healthcare plan, life assurance and generous pension contribution -Real timing for the centre to ensure we have enough people on each area of work and agents are adhering to their schedule. -Volunteering Day -Hybrid Working -Holiday of 25 days (plus bank holidays) & ability to buy/sell days -Cycle to work scheme, car pooling and onsite parking available -Various company discounts (including shops, gyms, days out and events)

About Ecotricity

-The company specializes in generating electricity from renewable sources like wind and solar power. -Ecotricity also innovates in green gas, offering carbon-neutral solutions for both residential and commercial customers. -In addition to energy production, the company has expanded into building and managing infrastructure for a sustainable future. -With a strong commitment to renewable energy, Ecotricity has established itself as a leader in the UK’s energy sector. -Notable projects include expanding its solar farms to meet growing demand. -Ecotricity has received attention for its transparent approach to energy pricing and eco-conscious customer initiatives.

Sector Specialisms