Customer Care Team Leader

So Energy; London; Hybrid; GBP 125,000 - 150,000; Full time

Job description

London, Hybrid

️ Our Perks

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave
• Values-driven culture – we’re really proud of our culture.
  
  

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We Want To Do The Best We Can For Our Customers, Each Other, And Our Planet, So We’ve Created a Workplace That's Encouraging, Supportive, And Offers The Opportunity For Growth. As a Company, We Live By Six Core Values That Guide Everything We Do

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable
  
  

The Role

Customer Care Team Leader at SO ENERGY

Reporting into our Customer Care Manager

What You’ll Be Getting Up To

• Coaching and Development
• Leading by Example and Inspiring Team Members
• Identifying Development Opportunities and Developing PDPs
• Conducting Monthly 1-1 Meetings
• Achieving Agreed KPI Targets
• Conducting Interviews for the Team: participating in the recruitment process to identify and select top talent.
• Assessing candidates' skills, cultural fit, and potential to contribute to the team's success.
• Conducting QA on the Team to a High Standard:
• Identifying trends and areas for improvement based on QA findings.
• Managing People Processes: To manage annual leave, sickness, lateness, performance expectations and conduct return to work discussions in line with company policy.
• Addressing people-related concerns proactively to foster a positive and productive work environment.
• Improving Team Processes: Identifying process inefficiencies and suggesting improvements to streamline operations.
• Encouraging team members to contribute ideas for process optimisation and enhanced customer experiences.
• Managing Stakeholders: Building and maintaining strong relationships with other departments, such as Sales and Metering, Billing, etc., to ensure smooth cross-functional collaboration.
• Leading Change Management Initiatives: Effectively communicating and leading the team through organisational changes or process updates. Ensuring team members understand the rationale behind changes and feel supported during transitions.
• Ensuring customer complaints are effectively managed.
  
  

This Role Will Be a Great Fit If

• You have a Customer-Centric Mindset: Passion for delivering exceptional service
• Leadership: Ability to influence and guide teams through example
• Coaching and Mentoring: Ability to guide, motivate, and develop team members.
  
  

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.