Customer Care Community Team Leader (12 months FTC)

So Energy; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Care Community Team Leader to drive exceptional service in the journey towards a Net Zero future. This role involves leading a dedicated team, enhancing customer engagement, and utilizing analytical skills to improve processes. With a strong emphasis on personal development and a values-driven culture, this position offers a unique opportunity to make a significant impact in a company that prioritizes sustainability and community. If you are passionate about customer service and looking to grow in a supportive environment, this could be the perfect fit for you.

Benefits

Personalised Learning and Development Budget

Hybrid working hours

25 Holiday Days + local bank holidays

1 Birthday day

3 So Giving Days

Religious Celebrations Leave

Mental Healthcare – Sessions with Unmind

Enhanced Family Leave

Qualifications

• Experience in team leadership and development to foster growth.
• Strong analytical skills to monitor customer feedback and performance.

Responsibilities

• Lead and develop a customer care team focused on excellence.
• Conduct training and manage performance to optimize service quality.

Skills

Customer-Centric Mindset

Analytical Ability

Process Improvement

Stakeholder Management

Resilience

Adaptability

Job description

Want to play an integral part in the UK's journey to a Net Zero Future? This might be the job for you

Please note we are not able to facilitate Visa or Relocation Sponsorship at present or in the future and therefore can only accept UK based applications from candidates who are able to commute to HQ in London, Chiswick 1-2 times per week

Our Perks

Values-driven culture – we’re really proud of our culture.

Drive your own experience

1. Personalised Learning and Development Budget
2. Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can

Empowering you to be your most authentic self

1. 25 Holiday Days + your local bank holidays
2. 1 Birthday day – it only happens once a year!
3. 3 So Giving Days - spend these days giving back to your chosen cause
4. Religious Celebrations Leave
5. Mental Healthcare – Sessions with Unmind
6. Enhanced Family Leave

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

1. Clear
2. Honest
3. Ambitious
4. Inquisitive
5. Caring
6. Sustainable

The Role

Reporting into our Resolutions Manager - Ian Berridge, we’re looking for a Customer Care Community Team Leader to join the team on a 12 month FTC

What you’ll be getting up to:

1. Team Leadership & Development: Coach and develop team members, fostering professional growth.
2. Conduct training sessions to enhance customer service skills.
3. Identify development opportunities and create personalized development plans (PDPs).
4. Lead by example, inspiring a culture of accountability and excellence.
5. Performance Management: Conduct monthly 1-1 meetings with team members. Set and monitor KPI targets, making data-driven decisions to optimize performance. Conduct quality assurance (QA) checks to maintain high service standards.
6. Manage team absences and sick leave effectively.
7. Recruitment & Stakeholder Engagement: Participate in hiring and onboarding new team members. Maintain strong relationships with internal teams (Sales, Metering, Billing, Marketing).
8. Collaborate with Marketing on social media strategies to enhance customer engagement.
9. Customer-Centric Initiatives: Monitor customer feedback to identify churn risks.
10. Continuously improve team processes to enhance customer service. Implement change management initiatives to keep the team aligned with company goals.
11. Reporting & Data Analysis: Optimize reporting processes to improve efficiency. Analyze customer sentiment from social media and review platforms (e.g., Trustpilot). Provide insights to drive improvements in customer satisfaction.

This role will be a great fit if:

1. Customer-Centric Mindset
2. Analytical Ability
3. Process Improvement
4. Stakeholder Management
5. Resilience & Adaptability

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying! APPLICATIONS CLOSE ON 4th April 2025

Hiring Process

1. Talent Screen - 30 minutes
2. Hiring Manager Interview & Presentation - 1 hour

If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues.

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers.

Caring - We care about the work we are doing, our customers and our colleagues.

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.