Head of Customer Service

Ecotricity; Old Down; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Healthcare plan

Life assurance

Generous pension contribution

Hybrid Working

Discounts

25 days holiday + bank holidays

Cycle to work

Onsite parking

Job summary

Ecotricity in Stroud, Gloucestershire, is seeking a Head of Customer Service with energy-sector experience to lead cross-functional teams. The role offers a hybrid working pattern, requiring a commitment of a minimum of 3 days per week on-site.

You will drive the customer lifecycle, optimise performance, and deliver a best-in-class experience while continually challenging current processes.

Qualifications

• Supplier energy industry experience required.
• Experience at head of management level in an operational role.
• Strong multi-task and people management abilities.
• Proactive team leadership with stakeholder relationship skills.
• Analytical with data-driven decision making.

Responsibilities

• Lead and develop team leaders across customer service, billing, and related areas.
• Drive KPI improvements: first contact resolution, service levels, complaints and churn.
• Improve processes and systems through root cause analysis.
• Uphold compliance with DPA and GDPR.
• Foster an inclusive, engaging culture and strong internal/external relationships.

Skills

Energy industry experience

People leadership

Operational management

Cross-functional collaboration

Data analysis

Job description

At Ecotricity, our customers are at the heart of everything we do. Our diverse operations team deliver the excellent customer experience that Ecotricity customers come to expect.

We are looking for a talented, energy-sector-experienced Head of Customer Service to join us in Stroud, Gloucestershire, for a minimum of 3 days a week. You will be responsible for the smooth running of our customer lifecycle, managing the performance of cross-functional and skilled teams delivering the day-to-day operation whilst continuously improving and challenging the way things are done.

Core responsibilities:

• Lead by example - rolling your sleeves up to get into the work to understand why customers are contacting us, why accounts are unbilled and what trends we’re seeing
• Manage and develop a group of team leaders who, in turn look after customer service specialists across customer support, billing, home moves, upselling, Pay as you go and complaints
• Develop a team of strong, high-performing team leaders around you
• You will develop and embed an inclusive, engaging, fun and rewarding culture and customer experience, setting the tone for your team
• Establish and maintain strong relationships with internal and external stakeholders
• Look at constant improvements of our processes, our people and our systems, combining your root cause analysis with your energy and service experience
• Be the driving force behind our ongoing upskilling programme of work
• Drive KPI’s to improve first customer contact resolution, improve and maintain service levels, reduce complaints, increase sales, reduce customer churn, reduce unbilled, and increase profitability through reducing our cost to serve
• Understand, reduce and sustain BAU unbilled numbers through insight and analysis and address root causes
• Drive the already excellent CAB scores so that we are number 1 in all areas
• Monitor and improve the day-to-day running of the operational functions, including but not limited to: Team management, Operational and real-time reporting and Compliance
• To comply with all DPA and GDPR guidelines

Essential skills:

• Supplier Energy industry experience is critical and we will only be accepting applications from people who have this.
• You’ll have experience at head of management level in an operational role
• Be a master at plate spinning, being able to manage multiple tasks, deadlines and people
• Ready to roll up your sleeves and muck in by doing the doing
• Be a team player and an awesome relationship builder who is able to build great working relationships with people across cultures and perspectives.
• You are a confident and experienced people leader who can hit the ground running in a dynamic environment, happy to take on tasks in all areas – don't be afraid to get into the detail
• Be super organised and think practically about all the tasks needed to get the job done
• You are adaptable, positive and proactive and energised by working in a fast-paced environment characterised by constant change
• You are someone who establishes and works with a network quickly to deliver promptly, with a focus on quality and delivery
• You will be analytical, seeking out data and using this to inform your decisions.

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 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. 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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

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 our customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.