Complaints Team Coach - FTC 12 months
Salary: Competitive + excellent benefits
Changing the world is no easy task. But in 1999 that’s exactly what Good Energy set out to do. Its purpose is to enable people, in their homes and their businesses, to play an important role in combatting climate change, by providing households and businesses access to locally sourced 100% renewable energy. Fast forward to today, and the business is now a key player in the renewable energy space, and despite challenging market conditions has continued to grow profitably over the past 5 years.
The business has recently reviewed its longer term strategy and is now poised to take a leap forwards, focused on a transformational growth agenda which delivers long term value for its customers, shareholders and people. The Good Energy team is currently around 300 people strong and is based in the market town of Chippenham, Wiltshire.
About the function and role
Customer Care is the heart of Good Energy’s business and vital in ensuring our reputation by delivering World Class service. The Complaints Team is responsible for the resolution of complaints as well as; offering technical support, service excellence both internally and externally, a desire to drive service improvements and focus efforts to reduce repeat complaints.
We need to strong leaders to support and develop our teams to deliver to their full potential and exceed our customers’ expectations. Working to improve service, knowledge and confidence within the teams you will be a role model and business expert for our agents to look up to and an aspiring Team Leader.
As a Team Coach you will work in close partnership with colleagues across Customer Services and Customer Operations to deliver on our customer promises and achieve team and business targets. This role will provide support to both our Customer Care Advisors and Customer Performance Leaders.
With a passion for delivering excellent customer service, you’ll have significant experience in supporting and developing teams within a service driven environment. You will have an engaging and motivational style and will be able to clearly demonstrate your ability to positively impact performance through effective coaching and support.
You will be a natural team player who is committed to enabling and supporting your team to achieve ambitious performance levels and to deliver a customer experience aligned to our purpose and values.
You will be an excellent communicator who can deliver effective messages through a variety of channels, as well as having the ability to flex your coaching style to meet the differing needs of individuals. With strong stakeholder management skills, you’ll also be confident in quickly forming effective working relationships across a diverse organisation.
You don’t have to have a background in renewable energy but you must be motivated by working for a purpose and values led organisation, and have the capability to quickly develop your knowledge within a complex industry.
Behaviours - Works in a way which role models our values:
We are straightforward in how we communicate with each other and get things done.
We are determined and resilient, overcoming challenges to realise our purpose together.
We value people’s differences and recognise the strength they give us when we work together.
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our futureholders.
In addition to a competitive salary we also offer a wide range of benefits. Our office in Chippenham is very accessible; we are just a two minute walk from Chippenham train station and within easy reach of surrounding towns and communities.
So if you’d like to be part of this innovative and fast growing ethical energy business, we’d love to hear from you.
Please send a copy of your CV and a covering letter stating your experience and suitability for the role to firstname.lastname@example.org.
Closing date: 21st November 2018
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