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As a skilled Customer Service Team Leader, your mission is to provide leadership, best practices, support, and coaching to our agents, enabling them to deliver exceptional service to every customer.
You will be responsible for up to 15 Customer Service Agents, ensuring outstanding customer service while continuously improving performance against industry standards.
This role operates in a fast-paced, ever-changing environment, covering all aspects of the customer journey, including billing, pay-as-you-go, and home move operations.
You will need to actively participate in tasks such as assisting colleagues, working on cases, engaging with customers, running reports, striving for improvements, or handling escalated complaints.
Core Responsibilities
1. Develop an effective, efficient team through training, coaching, quality checks, and personnel management.
2. Manage team development, performance, and productivity against set objectives and skill levels.
3. Conduct regular 1-2-1 meetings and skills assessments, providing ongoing coaching and development.
4. Perform quality checks, give feedback, and coordinate necessary training or coaching.
5. Support continuous improvement initiatives within the Customer Service Team.
6. Reduce unbilled items (failed/draft bills) and maintain this at a business-as-usual level.
7. Ensure accurate production of home move processes for correct billing first time.
8. Coordinate with the Workforce Management team to complete and maintain rotas accurately and timely.
9. Ensure adequate staffing and adherence to schedules to meet operational needs.
10. Support training and upskilling of staff, embedding first contact resolution across the department.
11. Recruit new team members and facilitate their onboarding and training.
12. Set objectives for team members aligned with business goals and OTE.
13. Manage relationships with internal and third-party customers to ensure high service quality.
14. Keep the team updated on industry changes, process updates, and compliance requirements.
15. Serve as the escalation point for internal resolutions and complaints.
16. Maintain and update departmental processes and procedures.
17. Understand incoming work types and workloads, ensuring relevant, resourced, and efficient resolution.
18. Produce and update weekly and monthly reports and dashboards as scheduled.
19. Comply with all DPA and GDPR guidelines.
This is a hybrid role requiring a minimum of 3 days per week in our Stroud office. Fully remote work is not available for this vacancy.
About You
* Enthusiastic, proactive, and comfortable leading across departments at all levels.
* Curious and enjoys problem-solving using proven methodologies and learning new approaches.
* Emotionally intelligent with strong interpersonal skills, capable of effective communication and influence.
* Highly motivated, able to work independently and meet tight deadlines.
* Passionate about making a difference and about your work.
* Confident in coaching and upskilling your team, managing stakeholders and challenging situations.
* Experience in the energy sector is desirable but not essential.
About Us
What's in it for you
* Healthcare plan, life assurance, and generous pension contributions
* Volunteering Day
* Hybrid Working
* Various discounts (shops, gyms, days out, events)
* 25 days holiday plus bank holidays, with buy/sell options
* Cycle to work scheme, carpooling, onsite parking
Supporting our Group Environmental Policy and sustainability objectives is part of your role.
Flexibility statement
The company may ask you to perform duties outside your original job description on an ad hoc basis to best utilize our staff in a dynamic environment.
About Ecotricity
Ecotricity is Britain’s greenest energy company, founded in 1995 to replace fossil fuels with renewable energy. We build windmills, sun parks, and green gasmills, and invest in sustainable projects like electric vehicle charging and green initiatives across Britain. We are committed to equality and environmental responsibility.
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