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Team Leader (Billing Operations)

Location:
Stroud
Salary Details:
£22,000 FTE
Advertising End Date:
18 Dec 2018
About The Role

Leading a team of up to 15 Advisors you will be driving performance towards our departmental objectives. Our Billing and Fit To Bill Department aim to deliver accurate and timely billing of our customers’ energy accounts. We do this by anticipating problems before the customer’s impacted. When things do go wrong we strive to deliver customer first contact resolution wherever possible. The team you will be leading completes reactive and proactive work through phone, system and email channels.

The Billing and Fit to Bill Department touches many retail departments including, but not limited to, industry data, debt position and sales.

 

About You

You will be working within our Billing Operations Department, leading our Billing Operations Team. You will ensure quality of service is maintained at all times, whilst underpinning our values and ethos. You will be working alongside our Team Leaders sharing best practise working towards our overall retail priorities and objectives.

You will have a ‘can do’ proactive attitude, be people centric, and able to take a measured approach to workload management enabling delivery of the department’s key deliverables feeding into our retail priorities.

 

What you will do…

  • Develop an effective, efficient team through training & coaching.
  • Work with other department Team Leaders and Managers to ensure effective running of the department
  • Effectively lead the team to ensure our customers are billed in a timely and accurate manner and provided with an excellent customer experience at all times
  • Set clear performance objectives for the team aligned to business targets, and manage and communicate ongoing performance against those metrics.
  • Ensure regular 121s and performance reviews are completed for all team members, and personal development plans in place.
  • Drive a stringent quality adherence structure within the team, ensuring work is completed to necessary standards and rework minimised.
  • Ensure underperformance is managed through utilisation of the performance support scheme, best practice, and in line with our People policies.
  • Understand the team’s workload and ensure work allocation is delegated in line with customer impact.
  • Effectively recruit new team members and facilitate their training.
  • Create and maintain strong relationships with wider business, recognising and developing cross-functioning opportunities, and promoting excellent customer service at all times.
  • Produce regular reports to agreed timescales and to complete any other reporting or monitoring of workload as requested
  • Training resource for inter- and intra-department requirements
  • Ensure departmental processes and procedures are written, up to date, relevant, effective and efficient.

 

What will you bring…

 

Knowledge, skills and experience:

  • Experience of team leadership or a proven track record for motivating others
  • Ideally a good understanding of the Utility Industry
  • High level knowledge of SAP and AFMS or similar CRM and Billing software package, alternatively a high level of system knowledge
  • Proficient with the Microsoft Office Suite, in particular Microsoft office.
  • Experience of structure and usage of sales ledger
  • Accountancy/Financial background advantageous

 

Behaviours:

  • Manages relationships effectively both internally and externally
  • Influences outcomes by using effective negotiation
  • Treats customers the way we like to be treated ourselves
  • Solutions focused and resourceful
  • Committed to continual improvement
  • Engaging and motivating attitude and style
  • Methodical and organised, managing own work
  • Is receptive to feedback and acts accordingly
  • Exceptional team player who builds open and supportive relationships
  • Flexible and adaptable approach to work
  • Creative and innovative

 

Flexibility Statement

The fast moving nature of the company’s business means that from time to time you may be asked to perform roles outside your original job description on an ad hoc basis. This allows the company to utilise its people in the best possible way at all times and helps employees to make their contribution in a changing environment.

 

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

About Us

Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used – after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers’ energy bills to fund the building of new sources of green energy. We like to refer to this as turning ‘bills into mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gasmills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don’t just focus on energy though – we built and run the Electric Highway, Britain’s leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.

We’re a not-for-dividend company too – which means we’re free to use the money we make for our mission and our mission alone.

We do all of this with the help of our customers – and the awesome team of people here at Ecotricity. Our people believe in our mission – they’re amazing at what they do, and they make a difference every day they come into work.