Ecotricity Home
  • My Ecotricity Jobs
  • Register

Energy Expert Team Leader (12 Month Maternity Cover)

Location:
Stroud
Salary Details:
£21,500 to £23,500 DOE
Advertising End Date:
01 Jun 2020
About The Role

Our Energy Experts are a one stop shop for any customer query, we are using cutting edge technology to get our customers talking to the right person - first time. We don’t give our people scripts we want you to be yourself while helping our customers at the same time.

You will be leading a team who will have a mixture of inbound work but also outbound for any assigned customers that need follow up work. Managing your own time and prioritising your work will be key.

About the team…

 Energy companies expect customers to wait a lifetime to be answered…. Our team get to our customers much sooner, we have a person on the end of the phone, it doesn’t matter what the customer query is, we are here to help. We support and train our people to deal with any question a customer may ask; and our people own the customer interaction from start to finish, we don’t pass our customers from pillar to post. Top class customer service is what we pride ourselves on and if your passion is to treat customers fairly and provide awesome customer service this is the team for you.

The department is vibrant, fast paced and friendly but extremely professional with customer experience always its primary focus. We are currently amid a transformation programme of change all aimed at improving the service we offer to our customers and our people are at the forefront of our initiatives.

Join our team and help us achieve our mission!

About You

About You

 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.

In order to succeed in the role, you’ll 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 experience in people management and any experience in client/customer management will be advantageous

You’ll be a great leader and a proven motivator, who is able to successfully manage a team through change through your experiences.

Attitudes & Behaviours

  • A strong leader and exceptional team player who builds open and supportive relationships both internally and externally
  • Strong emotional intelligence - able to utilise a range of management techniques to get the best out of your team
  • Open, flexible and adaptable approach to work and people leadership
  • Solutions focused and resourceful
  • Committed to continual improvement
  • Your attitude and style will engage and motivate
  • Methodical and organised, managing own work – self starter
  • Is receptive to feedback and acts accordingly
  •  Forward thinking, innovative and inspire those around you
  • Have confidence in your team and trust them to deliver
  • Embrace change and helps others to embrace change
  • Live and breathe Ecotricity’s mission and ethos
  • Act with integrity and are respectful, fair and kind to everyone
  • Are positive and proactive in your approach within the department and business as a whole
  • Ensure our customers and your team are at the heart of everything you do
  • Are enthusiastic about learning and innovative about sharing your knowledge
  • Set challenging yet achievable goals for yourself and your team

 Core Responsibilities

  • Managing the ongoing development of the team including managing staff performance against agreed objectives & skills levels
  • 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 Personal Development Reviews (PDR) 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 internal & external customers
  • Create and maintain strong relationships with the wider business, recognising and delivering improvements for our customers and/ or staff
  • Ensure we are industry complaint within our area and adhere to agreed deadlines and regulation
  • Effectively prioritise workloads using resources to achieve business needs
  • Maximise success of current and longer-term objectives and deliverables
  • Produce reports to agreed timescales and to complete any other reporting or monitoring of workload as requested

Knowledge, skills and experience:

  • Experienced in managing and developing a team to a high standard
  • Identify and resolve complex People Management situations
  • Lead by example with outstanding customer service skills and industry knowledge
  • Continually develop your team using Quality Monitoring, Mentoring and Coaching
  • Utilise team strengths to deliver results
  • Effectively communicate and influence at all levels
  • Are decisive in making decisions and show confidence in your decisions
  • Have ideally worked in a leadership role for over 2 years
  • Ability to multi-task and run multiple workstreams, using own initiative
  • Ability to assess, analyse and make commercially aware decisions
  • Numerate with excellent attention to detail and problem-solving ability
  • High level of computer literacy, ideally with experience of Excel, Access and Salesforce
  • Excellent planning and organisational skills
  • Strong verbal communication skills
  • Ability to work dynamically and accurately under pressure
  • Ability to engage with external regulators and 3rd parties as required
  • Ideally energy industry literate

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.

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.