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Customer Support Team leader (FTC)

Location:
Hybrid
Salary Details:
£26,000- £28,000 DoE + £2,500 OTE annual bonus
08 Jun 2022
About The Role

Working within the Customer Contact Centre, this position is focussed on delivering exceptional team leadership, performance and development, as well as manage the data integrity of our customers accounts.

 
You'll have a positive 'can do' proactive attitude, be people centric and able to take a measured approach to workload management, enabling delivery of key targets.
 
To succeed in this role you will be extremely organised and commercially aware, with the ability to foresee future challenges that may arise and plan to mitigate against them. You'll have extensive experience in people management and any experience in the utilities industry and 3rd party management will be beneficial.
 
Core Responsibilities:
  • Develop an effective, efficient team through training & coaching, quality checks and the reviewing and handling of relevant personnel issues
  • Manage the ongoing development of the team, including managing staff performance and productivity against agreed targets and objectives
  • Ensure regular PDR's (1-1) and appraisals 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, all feedback is given and recorded appropriately and any required training and coaching is arranged
  • Support the continuous improvement process for the contact centre
  • Ensure underperformance is managed through utilisation of the performance support scheme, best practice, and in line with HR policies
About You
The successful candidate will receive full industry training through our department training, however the role and industry can be quite challenging so do are looking for a candidate with proven academic ability or understanding of a similar industry. 
 
Skills Required:
 
  • Experience of team leadership skills, with a track record of motivating others, people management is essential
  • Experience of working within a customer services/customer facing environment
  • Experience with backlog/performance management with proven success
  • Involvement in change management within a fast paced working environment
  • Ability to effectively coach, train and mentor team members 
  • Experience in providing feedback in a constructive manner
  • Ability to set and monitor objectives
  • High level of numeracy, accuracy and problem solving skills with excellent attention to detail
  • High level of computer literacy, with experience of Salesforce, Juniper (or other CRM systems), coupled with Microsoft Office Suite 
  • Excellent planning and organisational skills 
  • Excellent written and verbal communication skills 
  • Utility industry knowledge would be beneficial however not essential 
  • Procedure writing experience would be beneficial 
  • Exceptional team player with strong emotional intelligence 
  • Creative, innovative and solutions focussed
  • Methodical, organised and calm under pressure, managing change well 
 
Educational Requirements:
 
  • A-Level or equivalent preferred
 
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, 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 targets to make the Green Britain Group net carbon neutral by 2025

 

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 it's people in the best possible way at all times and helps the employees to make 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 and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2022, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass. 

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB. 

 

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