B2B Onboarding Team Leader, London, England, United Kingdom

B2B Onboarding Team Leader

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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. Youll 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

Salary-£31,500 plus 30% OTE

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. Youll 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

Were 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 youll 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, its an opportunity to shape how we bring new B2B customers on board, at a time of exciting transformation and growth within the business.

What Youll Be Doing

Lead, coach and develop a high-performing onboarding team
Oversee the full onboarding journey, from receipt of sales contract through to first bill
Manage key industry processes including losses, objections, registration, ETs and compliance
Ensure delivery against SLAs, regulatory obligations and contractual commitments
Conduct regular 1:1s, performance reviews and side-by-side coaching to support continuous development
Work cross-functionally to drive efficiencies, reduce cost-to-serve, and improve onboarding outcomes
Support process improvement initiatives and contribute to transformation projects such as Salesforce E&U & workforce management integration
Proactively identify issues and work with stakeholders to deliver innovative, customer-first solutions

Core Responsibilities

Manage team performance and development through objectives, coaching and skill progression frameworks
Lead recruitment, onboarding and training of new team members
Drive down complaints by addressing root causes and supporting training interventions
Maintain compliance with SLAs and regulatory requirements
Oversee onboarding processes and coordinate with Sales, Service, Collections and Industry Management teams
Monitor, report on, and analyse team performance, identifying trends and opportunities for improvement
Engage with our Change and Transformation teams to support new platform developments
Maintain up-to-date documentation and ensure process change communication is embedded
Stay informed of legislation affecting onboarding and B2B energy operations
Identify and escalate both positive outcomes and potential challenges to your manager proactively

About You

About You

Youll 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. Youre not afraid to take ownership of complex projects and have the ability to see them through to successful delivery.

To Succeed In This Role, Youll Be

Exceptionally organised, commercially aware, and forward-thinking
Experienced in people leadership, with a proven track record of motivating and developing others
Comfortable working across teams and departments to deliver improvements
An effective communicator who can navigate both the positives and the more challenging aspects of change
Experience in client or third-party management would be an advantage

Knowledge, Skills & Experience

Proven experience in team leadership with strong results
Able to manage multiple workstreams and deliver projects with autonomy
Strong commercial and analytical thinking
High attention to detail and strong problem-solving ability
Skilled in Excel & Salesforce or similar systems
Excellent planning, organisational, and communication skills
Able to perform under pressure and meet agreed KPIs/project deadlines
Experience liaising with regulators and third-party providers
Knowledge of the energy industry is highly desirable

Behaviours We Value

A strong leader and collaborative team player
High emotional intelligence, able to adapt leadership styles to bring out the best in others
Organised and methodical, with strong prioritisation skills
Open, flexible, and adaptable to change
Creative, innovative, and solutions-focused
Committed to continuous improvement and personal development
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 youre excited by the opportunity to lead a high-impact team and shape the future of our B2B onboarding, wed 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

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.

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Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Industries
Marketing Services

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Location:: London, England, United Kingdom
Salary:: £100,000 - £125,000
Job Type:: PartTime
Category:: Management & Operations

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