Energy Customer Service Team Lead — Hybrid, Coaching

Ecotricity; Stroud; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Healthcare plan

Life assurance

Pension contribution

Hybrid Working

Volunteering Day

Flexible holidays (25 days + bank)

Cycle to work scheme

Job summary

Ecotricity is looking for a Customer Service Team Leader to guide and motivate a team of up to 15 agents. You will provide coaching, performance management, and process improvements across the customer journey, including billing and home move operations.

The role is hybrid with a minimum of 3 days in our Stroud office, and requires proactive leadership and strong stakeholder management. You will oversee training, quality checks, and escalations while collaborating with cross-functional teams to

Qualifications

• Previous contact centre experience is essential
• Leadership and coaching experience in customer service
• Experience in managing performance and productivity against objectives
• Strong interpersonal and communication skills

Responsibilities

• Lead and coach a team of up to 15 customer service agents
• Conduct regular 1-2-1s and coaching sessions to develop skills
• Monitor quality checks and provide feedback and training as needed
• Drive continuous improvement in customer service and reduce unbilled items
• Coordinate with Work Force Management to ensure rosters and timing are met
• Produce weekly and monthly reports and dashboards
• Ensure compliance with DPA and GDPR guidelines

Job description

Ecotricity is looking for a Customer Service Team Leader to guide and motivate a team of up to 15 agents. You will provide coaching, performance management, and process improvements across the customer journey, including billing and home move operations.

The role is hybrid with a minimum of 3 days in our Stroud office, and requires proactive leadership and strong stakeholder management. You will oversee training, quality checks, and escalations while collaborating with cross-functional teams to