Service Desk Performance Leader

Salary: Competitive + excellent benefits

About us

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

As the Service Desk Performance Leader, you will be part of the IT team within the IT and Digital Team. The transformation department is moving into a newly agile and digital way of working and is an exciting and dynamic team to work in and shape. The Service Desk Performance Leader will have ownership for and deliver the front office user experience of our customers by leading the Good Energy IT Service desk team in resolving Service Desk tickets within KPI’s to ensure our customers are able to operate at optimal capacity. This role will provide 1st and 2nd line support, with some 3rd line support when required. You will have the expertise, ability and proven experience to resolve complex tickets.   

You will lead, develop and coach a high performing service desk team and have a customer first mindset, acting as a point of escalation and expert to the team.  You will support in holding the team accountable for delivery and output setting clear objectives and supporting with development plans. 

About you

You’ll have excellent communication and interpersonal skills, able to communicate with all key stakeholders across the business and ensure you gain all relevant information to resolve tickets, communicate progress and ensure minimal impact to the customer. 

You’ll create and continually seek to improve the service desk delivery and user experience through documentation; such as processes, guides, FAQs, SLA’s and wider communications to customers etc. 

The role requires a proven 2nd or 3rd Line technical analyst who is also a flexible self-starter, capable of working in a small but highly demanding and productive team environment.

You’ll have experience of leading a high performing team and delivering a highly effective service to customers within SLA’s. You’ll coach, develop and lead the team to ensure optimal output and service.

Working closely with members of the Transformation team to deliver robust solutions, the role requires the ability to communicate and work with a variety of people from every area of the business. Meticulous attention to detail and accurate record keeping is also essential.

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

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: Wednesday 16th May 2018

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