Customer Contact Team Coach
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 Contact is the heart of Good Energy’s business and vital in ensuring our reputation by delivering exceptional service. The Customer Contact team is at the forefront of delivery for all our customer services and as the face of our business is key in ensuring our customer interactions reflect our unique purpose and values.
This is a newly created role reporting to our Customer Performance Leaders, and also working in close partnership with the Learning & Development team. You will be responsible for developing and maintaining high levels of capability and knowledge within our Customer Contact teams. Through identifying knowledge, development, and performance gaps you will use you dynamic and engaging coaching skills to drive agent performance. You will take a structured approach and be able to show clear successes and impacts at both team and business level.
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 helping to positively promote the Contact Centre.
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.
By applying for a job at Good Energy, you agree that we’ll process your details for the purpose of applying for this vacancy. We’ll have access to your personal information from your application and other materials you submit in support of your application. We’ll retain your personal information on our own systems to facilitate the administration of the recruitment process and we’ll share your application with the relevant hiring manager. We won’t share your information for marketing purposes or with any third parties without your expressed consent (if we decide to perform a psychometric test we’ll require additional consent for being able to profile your personal information). We’ll retain your information if you’re unsuccessful for 6 months unless requested not to at which point your data will be deleted.
Closing date: 28th October 2018
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