About firmus energy
Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to net zero, and we’re looking for passionate individuals to join us at the forefront of this change. As part of our team, you’ll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits, and development opportunities in a dynamic and purpose-driven environment.
About the Role
The CX Team Lead will play a key role in supporting the operational delivery of a new electricity supply offering in Northern Ireland. The successful candidate will develop and lead a team of electricity market experts, ensuring the highest standards of customer service are provided to our customers. The successful candidate will contribute to continuous improvement initiatives, strategic projects with a primary focus on maintain a high standard of customer experience across our operational departments.
This is a rare opportunity to join one of Northern Ireland’s largest energy companies launching a new division with ambitions to scale at high pace.
Key Responsabilities
* Drive for best in class customer service thorough best practice and industry understanding and insights applying these practices within the CX team.
* Provide effective day to day management of the team to include coaching, implementing change and providing daily support to team members.
* KPI delivery in line with business requirements.
* Demonstrate the company values in the day to day activities of leading the team, show strong focus on customer service, engage, instruct and motivate the team.
* Provide clear instruction to the team ensuring the best use of resource for completion of tasks
* Use strong energy market knowledge to ensure regulatory compliance.
* Enhance data analysis within the department to support the business in its decision making process from a CX perspective.
* Support the business with project work, taking a lead and representing the needs of the department and wider business.
Benefits
* Competitive Salary + Bonus and Benefits
* Hybrid working
* Dedicated development opportunities
* Private medical insurance And More
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