Customer Onboarding Manager
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. This will enable the achievement of its purpose; powering the choice for customers, of a cleaner greener future. 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 Services is at the heart of Good Energy’s business and vital in ensuring our reputation by delivering World Class service. The newly formed Customer Accounts Team is responsible for delivering excellent customer service throughout the customer journey.
This is a newly created role that will ultimately lead, manage and inspire a busy operational team ensuring we maintain the accuracy and integrity of our customers’ accounts. This role is also responsible for the quality of onboarding of new customers.
Great customer service in Good Energy starts with accurate and timely bills, and the efficient processing of customer related administration. The Customer Onboarding Manager is responsible for ensuring Good Energy customer systems are as accurate as possible at all times together with being compliant with all its regulatory process and reporting requirements. This is achieved by ensuring that all tasks performed by the Customer Accounts team are carried out accurately and reported to strict deadlines. You will also be responsible for promptly registering and de-registering (losses) customer accounts by minimising data issues through ensuring the systems are accurate as well as providing administrative support to the Customer Service department; completing day to day tasks and project based work.
We pride ourselves on our excellent customer service and efficient processes. The Customer Onboarding Manager’s role is to lead and manage and inspire a busy operational team, using a blended skill set, incorporating our values and behaviours. This team has around 25 people and requires priorities to be continually reassessed depending on peak and troughs in different work volumes. You will be supported by a team leader and a process expert.
We are looking for 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 your teams to look up to.
As a manager within Customer Services you will work in close partnership with colleagues across Customer Services and the rest of the business to deliver on our customer promises and achieve team and business targets.
With a passion for delivering excellent customer service and with previous experience in a similar role you’ll be used to having end to end responsibility for customer account management and resolving complex Customer Accounts issues. You’ll also be responsible for ensuring that Good Energy is compliant with all its regulatory process and reporting requirements as well as ensuring that customer accounts are promptly registered and de-registered (losses) to minimise data issues. You’ll be managing a large team, supported by a Team Leader and Expert, and will need to be an engaging and motivational manager and will previously have successfully managed, coached and inspired an operational team.
You will be familiar with a customer relationship and registrations software system such as Gentrack/Junifer/SAP.
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 learn about 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 May 2018
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