Customer Service Team Leader
1 Days Old
Join to apply for the Customer Service Team Leader role at Ecotricity
2 days ago Be among the first 25 applicants
Join to apply for the Customer Service Team Leader role at Ecotricity
About The Role
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.
About The Role
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.
Youll be responsible for up to 15 Customer Service Agents, to deliver 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.
You will be expected to roll your sleeves up and get stuck in, whether its 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.
Core Responsibilities
- Develop an effective, efficient team through training & coaching, quality checks and the reviewing and handling of relevant personnel issues.
- Managing the ongoing development of the team including managing staff performance and productivity against agreed objectives & skills levels.
- Ensure regular 1-2-1s and skills levels are completed for all team members, and regular coaching sessions are in place to enable continuous development of the team.
- Ensure regular quality checks are undertaken with the team, and all feedback is given and recorded appropriately, and any required training and coaching is arranged.
- Support the continuous improvement process for the Customer Service Team.
- Drive down the unbilled (failed and draft bills) and maintain this at a BAU level.
- Monitor to ensure Home moves are being produced correctly to ensure accurate billing first time.
- Working with the Work Force Management team, ensure all rotas are completed in a timely manner and maintained accurately.
- Real timing for the centre to ensure we have enough people on each area of work and agents are adhering to their schedule.
- Support and enable the training/upskilling of end to end processes and embedding of first contact resolution across the department.
- Effectively recruit new team members and facilitate their training.
- Planning and objective setting for all team members to deliver against business objectives and OTE.
- Manage relationships with internal and third-party customers to ensure excellent customer service is delivered.
- Ensure the team and department are up to date with any key industry changes and process updates along with any changes in compliance.
- Be the escalation point for the teams internal resolutions and complaints.
- 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.
- Produce and update weekly, monthly reports and dashboard to agreed timescales.
- To comply with all DPA and GDPR guidelines
About You
About you
- Enthusiastic, proactive and comfortable in taking the lead across cross functional departments at all levels.
- Is curious and enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements.
- 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.
- Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
- Passionate about what they do and about making a difference.
- Youre confident you can help upskill your team, using your coaching skills to share your experience and knowledge,
- Manage stakeholders and challenging situations.
- Experience in the energy sector is desirable but not essential
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) and ability to buy/sell days
- Cycle to work scheme, car pooling and onsite parking available
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.
LNKD1_UKTJ
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Customer ServiceIndustries
Administrative and Support Services
Referrals increase your chances of interviewing at Ecotricity by 2x
Sign in to set job alerts for “Customer Service Team Lead” roles.
London, England, United Kingdom 2 weeks ago
Guest Relations Executive - Guest Relations - Jumeirah Carlton Tower
TikTok LIVE - Global Customer Service Operations Manager
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 1 day ago
Telephone Customer Service - Mercedes-Benz of Dartford
Dartford, England, United Kingdom 4 weeks ago
London, England, United Kingdom 4 days ago
Deputy Director of Customer Service Delivery
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 1 week ago
Customer Support Team Lead, Germany | London-based
London, England, United Kingdom 1 week ago
London, England, United Kingdom 2 days ago
London, England, United Kingdom 2 weeks ago
Director, Customer Support Services (EMEA)
London, England, United Kingdom 2 weeks ago
Battersea, England, United Kingdom 2 days ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 2 days ago
Feltham, England, United Kingdom 2 weeks ago
Harrow, England, United Kingdom 4 weeks ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 19 hours ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 2 days ago
Guest Relations Executive - Guest Relations - Jumeirah Carlton Tower
London, England, United Kingdom 14 hours ago
London, England, United Kingdom 2 days ago
Guest Services Assistant - Service One - Jumeirah Carlton Tower
Kensington And Chelsea, England, United Kingdom 6 days ago
London, England, United Kingdom 4 days ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 week ago
Front Desk Team Leader - Front Office - Jumeirah Lowndes
London, England, United Kingdom 6 days ago
London, England, United Kingdom 3 days ago
London, England, United Kingdom 1 month ago
London, England, United Kingdom 2 days ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 month ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr- Location:
- London, England, United Kingdom
- Salary:
- £100,000 - £125,000
- Job Type:
- FullTime
- Category:
- Management & Operations
We found some similar jobs based on your search
-
New Today
Customer Service Team Leader
-
London, England, United Kingdom
-
£100,000 - £125,000
- Management & Operations
Role: Customer Services Team Leader Reporting to: Customer Services Manager Based: Hybrid - Clapham Junction 3 days per week Here at The Gym Group we believe we are simply the best in our industry! Our amazing teams have skills, abilities and can-...
More Details -
-
1 Days Old
Customer Service Team Leader
-
London, England, United Kingdom
-
£100,000 - £125,000
- Management & Operations
Join to apply for the Customer Service Team Leader role at Ecotricity 2 days ago Be among the first 25 applicants Join to apply for the Customer Service Team Leader role at Ecotricity About The Role As a skilled Customer Service Team Leader yo...
More Details -
-
1 Days Old
Customer Service Team Leader
-
Gloucester, England, United Kingdom
-
£60,000 - £80,000
- Management & Operations
1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Bspoke Insurance Group provided pay range This range is provided by Bspoke Insurance Group. Your actual pay will be based on your skills and ex...
More Details -
-
4 Days Old
Team Leader, Customer Service Support
-
Manchester, England, United Kingdom
-
£60,000 - £80,000
- Management & Operations
Join to apply for the Team Leader, Customer Service Support role at Ingredion Incorporated. The role reports to the Manager of Customer Service in EMEA. This role will test your management, administrative, and stakeholder skills. Qualified candidates will have:Proven experience in a Customer Services role. A university degree in...
More Details -
-
4 Days Old
Customer Services Team Leader
-
Thirsk, England, United Kingdom
-
£60,000 - £80,000
- Management & Operations
Join to apply for the Customer Services Team Leader role at Inspired Pet Nutrition. Lead and manage the team of Customer Services Executives, ensuring £200m+ of sales orders are accurately processed and logistics arranged in a timely fashion. This is a permanent position based in Thirsk, North Yorkshire.
More Details -
-
5 Days Old
Team Leader, Customer Service Support
-
Manchester, England, United Kingdom
-
£60,000 - £80,000
- Management & Operations
Team Leader Customer Support. Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. This role will test your management, administrative, and stakeholder skills. The role reports to the Manager of Customer Service in EMEA.
More Details -