We are recruiting a new Team Leader to lead a team of 8-10 Energy Experts, delivering exceptional customer service whilst driving performance across departmental, regulatory, and contractual agreements within our exciting, rapidly expanding Business department. The department itself is a fast-paced & ever-changing environment, dealing with all aspects of the B2B energy supply world, from metering & billing to business moves & customer front line service & complaints.
We are looking for a self-starter to confidently manage a range of processes, help drive down the number of unbilled accounts and Salesforce cases, reduce debt within the B2B space, and prevent and reduce complaints, whilst maintaining our excellent frontline service. You will work closely with your agents and be responsible for driving performance through effective people management, conducting monthly 121s and side-by-side coaching sessions, as well as supporting the development of individuals through a skills matrix and our skills levels initiative. You’ll also work closely with the existing Team Leaders and look to improve on our existing processes to reduce cost to serve within the team, identifying and delivering efficiencies – we want you to get creative in the way in which we work today.
This role is a 14-month Fixed Term Contract and a great opportunity for someone looking to step up to a manager position and gain experience. For this role, you'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire, as the role requires weekly office presence.
Core Responsibilities
- Managing the ongoing development of the B2B team including managing staff performance against agreed objectives & skills levels and targets.
- Ensure that under performance is managed through utilisation of the performance support scheme best practice, in line with our People team’s process and policy.
- Ensure regular 121’s are completed for all staff and ensure delivery of regular coaching sessions.
- Effectively recruit new team members and facilitate their training.
- Ensure the team delivers exceptional customer experience to all customers.
- To reduce the number of complaints that we receive and to identify areas that need to be improved and facilitate training to support.
- To deal with complaints in the company SLA periods and to uphold both the internal and external reporting processes.
- Oversee a range of operational processes to ensure bill timeliness and customer retention.
- Create and maintain strong relationships with the wider business, recognising and delivering improvements for our customers and/ or staff.
- Work closely with our Onboarding, Sales & Strategic teams to improve our customer relationships and service.
- Work with our business Collection team by ensuring we bill our customers on time to reduce debt.
- Ensure we are industry compliant within our area and adhere to agreed deadlines and regulations.
- Produce regular reports to agreed timescales and to complete any other reporting or monitoring of workload as requested.
- Work closely with our team of Analysts to help gain insight into our performance as a business across an industry, team and departmental point of view.
- Work closely with our Change and Transformation function by supporting the development of our new Salesforce E&U platform.
- Update coms templates and process documents within your allotted remit and communicate any change using change history within documents and MIPerform to the department.
- To keep up to date with new legislation surrounding your area of responsibility through our Compliance team.
- Identify and communicate both positive and negative trends for your areas of responsibility and mitigate by opening dialogue with your manager and team as appropriate.