Head of Customer Service

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.

• 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

• 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.