Ecotricity
Customer Service Team Leader
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Customer Service Team Leader
A skilled Customer Service Team Leader is needed to provide leadership, support, coaching, and best practices to ensure our team delivers exceptional customer service while driving continuous improvement.
About the Role
You will oversee up to 15 Customer Service Agents, guiding them to provide outstanding support across a fast-paced environment. This includes handling billing, pay-as-you-go operations, and home service moves, while balancing coaching, case resolution, and performance analytics.
You’ll be hands-on, tackling challenges from case handling to escalated complaints, reporting, and identifying opportunities for process enhancement.
Hours & Location:
- 36.5 hours per week (including shift work from 8:30 AM–7:30 PM Monday–Friday, select weekends (9 AM–5 PM), and Bank Holidays (9 AM–5 PM)).
- Must be based near our Stroud, Gloucestershire office (onsite presence is mandatory)—remote working is not an option for this role.
Salary range:
- £31,000–£35,000 per year, plus an annual bonus equivalent to £3.5K.
Key Responsibilities
Team Leadership & Development
- Develop an high-performing team through training, coaching, and quality checks.
- Lead 1-2-1 assessments and ensure all team members meet performance goals.
- Facilitate continuous skills development and coaching sessions.
- Conduct regular quality reviews and provide constructive feedback.
Operational Excellence
- Reduce unbilled drafts (failed and incomplete billing) and maintain accuracy first-time.
- Oversee home move operations to ensure correct and timely billing production.
- Collaborate with Workforce Management to create and maintain accurate shift rotas.
- Ensure real-time staffing levels adhere to operational schedules, unhindered performance.
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Process & Compliance
- Promote first-contact resolution across end-to-end processes.
- Recruit, train, and onboard new team members efficiently.
- Set individual goals aligned with business objectives and performance targets (OTE).
- Monitor industry changes, compliance updates, and departmental policies.
Escalation & Reporting
- Be the escalation point for unresolved complaints and queries.
- Maintain written department procedures and keep them current.
- Monitor workload dynamics to allocate resources effectively.
- Produce and update weekly/monthly reports and KPI dashboards, complying with DPA and GDPR.
Stakeholder Management
- Manage relationships with internal and external partners to uphold service standards.
- Represent the team at multiple levels, driving cross-functional collaboration.
Essential Skills & Experience
✅ Preferred but not essential:
- Proven track record in energy or customer service industries. ✅ Required:
- Experience at a similar leadership level (team management, mentorship).
- Need for problem-solving, always learning new processes to identify improvements.
- Emotionally intelligent interpersonal skills—excels in influencing and resolving conflicts.
- Highly self-motivated, proactive, adaptable to urgent deadlines.
- Passionate about delivering outstanding results and uptaking new challenges.
- Ability to take the lead across departments with resilience under pressure.
- Strong coaching and mentoring capabilities to upskill the team.
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Benefits
✔ Healthcare plan, life assurance & generous pension contributions ✔ Volunteering Day policy ✔ Hybrid working (office presence required weekly, but remote options depending on workload) ✔ Company discounts (retail, gyms, entertainment, etc.) ✔ 25 holiday days (plus Bank Holidays) + ability to buy/sell days ✔ Cycle-to-work scheme, carpooling, onsite parking ✔ Opportunity to contribute to Ecotricity’s environmental policy and shared sustainability targets.
Flexibility Statement
As a fast-moving business, frequent needs may arise outside your current roles, allowing you to make valuable contributions across functions where expertise is required.
About Us: Ecotricity
Britain’s greenest energy provider, pioneers renewable energy and sustainability since 1995. Our mission is to shift Britain away from fossil fuels, powered by wind, solar, and innovative initiatives like:
- The Electric Highway (EV charging network).
- Forest Green Rovers (the world’s greenest football club).
- Ecotalk (Britain’s greenest mobile service).
As an equal opportunities employer, we welcome applicants from all backgrounds. Join us in creating a greener future!
Equal opportunities employer. Every application is evaluated based on qualifications and potential.
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