About The Role
About the Department
The B2B Department is a fast-paced, ever-evolving environment covering the full customer lifecycle, from registration and onboarding through to metering, billing, business moves, frontline support and complaints. You’ll work at the heart of this dynamic team, collaborating with a wide range of internal and external stakeholders to deliver seamless customer journeys.
About the Role
We’re on the lookout for a passionate, proactive Onboarding Team Leader to join our rapidly growing B2B Department. This is a high-impact role leading a team of up to 11 Onboarding Energy Experts, where you’ll be responsible for delivering an exceptional customer experience while driving operational excellence across departmental, regulatory, and contractual KPIs.
This is more than a team leader role, it’s an opportunity to shape how we bring new B2B customers on board, at a time of exciting transformation and growth within the business.
What You’ll Be Doing
1. Lead, coach and develop a high-performing onboarding team
2. Oversee the full onboarding journey, from receipt of sales contract through to first bill
3. Manage key industry processes including losses, objections, registration, ETs and compliance
4. Ensure delivery against SLAs, regulatory obligations and contractual commitments
5. Conduct regular 1:1s, performance reviews and side-by-side coaching to support continuous development
6. Work cross-functionally to drive efficiencies, reduce cost-to-serve, and improve onboarding outcomes
7. Support process improvement initiatives and contribute to transformation projects such as Salesforce E&U & workforce management integration
8. Proactively identify issues and work with stakeholders to deliver innovative, customer-first solutions
Core Responsibilities
9. Manage team performance and development through objectives, coaching and skill progression frameworks
10. Lead recruitment, onboarding and training of new team members
11. Drive down complaints by addressing root causes and supporting training interventions
12. Maintain compliance with SLAs and regulatory requirements
13. Oversee onboarding processes and coordinate with Sales, Service, Collections and Industry Management teams
14. Monitor, report on, and analyse team performance, identifying trends and opportunities for improvement
15. Engage with our Change and Transformation teams to support new platform developments
16. Maintain up-to-date documentation and ensure process change communication is embedded
17. Stay informed of legislation affecting onboarding and B2B energy operations
18. Identify and escalate both positive outcomes and potential challenges to your manager proactively
About You
About You
You’ll be a confident, people-centric leader with a ‘can do’ attitude and a proactive approach. You thrive in fast-moving environments and are comfortable managing competing priorities. You’re not afraid to take ownership of complex projects and have the ability to see them through to successful delivery.
To succeed in this role, you’ll be:
19. Exceptionally organised, commercially aware, and forward-thinking
20. Experienced in people leadership, with a proven track record of motivating and developing others
21. Comfortable working across teams and departments to deliver improvements
22. An effective communicator who can navigate both the positives and the more challenging aspects of change
23. Experience in client or third-party management would be an advantage
Knowledge, Skills & Experience
24. Proven experience in team leadership with strong results
25. Able to manage multiple workstreams and deliver projects with autonomy
26. Strong commercial and analytical thinking
27. High attention to detail and strong problem-solving ability
28. Skilled in Excel & Salesforce or similar systems
29. Excellent planning, organisational, and communication skills
30. Able to perform under pressure and meet agreed KPIs/project deadlines
31. Experience liaising with regulators and third-party providers
32. Knowledge of the energy industry is highly desirable
Behaviours We Value
33. A strong leader and collaborative team player
34. High emotional intelligence, able to adapt leadership styles to bring out the best in others
35. Organised and methodical, with strong prioritisation skills
36. Open, flexible, and adaptable to change
37. Creative, innovative, and solutions-focused
38. Committed to continuous improvement and personal development
39. Engaging, positive and constructive communicator
Flexibility Statement
Due to the fast-moving nature of our business, you may occasionally be asked to take on responsibilities outside your initial remit. This flexibility allows us to continuously evolve and ensures our teams can make the biggest impact in a changing environment.
Ready to Lead the Charge?
If you’re excited by the opportunity to lead a high-impact team and shape the future of our B2B onboarding, we’d love to hear from you. Join us on our journey and help us deliver service excellence, smarter processes, and real change in the energy sector.
Apply now and be part of something powerful.
About Us
About Us
What's in it for you...
Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
Flexibility statement
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.
We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.