Latest Jobs – Customer Operations Team Leader – McLean Ross

Industry: Energy Supply Location: London Salary: £30-40K Reference: IF1956   McLean Ross are partnering with a global leading energy supplier in the recruitment of a Customer Operations Team Leader to […]

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By george marshall

Industry: Energy Supply

Location: London

Salary: £30-40K

Reference: IF1956

 

McLean Ross are partnering with a global leading energy supplier in the recruitment of a Customer Operations Team Leader to be based in their London office. The purpose of the role will include:

  • To lead, motivate, coach and monitor a Customer Operations Team who manage a portfolio of B2B customers, which will consist of approximately 6-10 people
  • To lead and manage a Customer Service team to deliver a ‘right first time’, excellent service level to the customer
  • To create a continuous improvement culture within the team.
  • Deliver the service targets with regards to portfolio and data management, information reporting, and query management.

Duties will include:

  • Coaching, 1-1’s and providing daily support for team members to allow them to provide the right level of service to meet the customers needs.
  • Ensuring accurate and timely invoicing for the portfolio in line with the customer service requirements
  • Minimize the volume of customer queries by identifying and then mitigating errors with our processes
  • Carry out fortnightly portfolio reviews with each team member
  • Analyse weekly/monthly MI and make improvements to improve, these metrics include: Data Delivery, Bill to meter, Actual vs Forecast Consumption, Query KPIs, Monthly Cost, Invoice Creation Date, Customer complaints.
  • Information gathering to support the production of KPI reporting against service level agreements with customers
  • Motivate, coach and develop the team by performing staff performance reviews
  • Manage the client interface through regular meetings

You will have:

  • Strong customer service experience across energy account areas and in particular with managing multisite customer accounts. Other customer service/ technical experience also of benefit.
  • Proven staff management and coaching / development experience
  • Experience and understanding of UK electricity and gas market and supply industry
  • Strong experience in the customer service industry
  • Experience in dealing with customer complaints

Qualifications & Skills:

  • Educated to degree level or equivalent
  • Knowledge of the UK B2B energy market.

For more information and to apply, please get in touch with [email protected] or call 0207 448 7248.