​The Role

• Lead, coach and develop a team of Customers Service Leads, Specialists and Assistants, continually upskilling, embedding core customer service values and skills to the team to achieve customer excellence.

• Empower and motivate your team to have autonomy to deliver success and be a high performing team with a customer centric culture at the heart of everything they do.

• Deliver and maintain collaborative working methodologies with internal stakeholders to deliver process improvements to drive efficiency, performance and enhance the service delivery.

• Deliver and embed the Customer Service Strategy within the CS Team and define expectations that is aligned to our mission statement.

• Have clear performance measures and metrics in place to proactively identify risks, improvement areas (people, performance or process) and complete root cause analysis and take action to resolve and mitigate against future risk.

• Be a point of senior escalation to ensure customer complaints are resolved successfully and in a timely manner. Identify root cause and implement required solutions to mitigate future risk

The Individual

• Strong experience of managing, leading and coaching highly successful teams.

• Experience of increasing customer satisfaction

• A detailed understanding of the Energy Industry

• Experience of setting and measuring performance metrics, identifying and managing risk.

• Experience in identifying, developing and productising new customer service offerings

• Ability to build strong relationships with internal and external stakeholders.

• Experience of identifying and improving ineffective processes and implementing clear processes to drive efficiency and performance.

• Demonstrates experience in core customer service values and embeds customer centric culture in the team to deliver an outstanding customer experience