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 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 to ensuring our customer interactions reflect our unique purpose and values.
This is a newly created role and as one of our Customer Performance Leader’s, you will lead, manage and inspire a busy operational team within our contact centre. Delivering on our customer promises you will achieve team and organisational targets. This role will lead a team of around 12 people including our Specialist Energy Advisors. You’ll create a positive and motivated work environment which will be reflected in your team’s performance and engagement. You will ensure that team capability, knowledge and confidence are second nature due to effective coaching and feedback.
In this role you will also work in close partnership with teams across the business to drive continuous business improvement, identifying opportunities and making recommendations to enable Customer Contact to constantly improve its delivery to customers.
With a passion for delivering excellent customer service, you will be a strong and energetic people leader. Your leadership experience is likely to have been gained within a highly customer focussed business where you have successfully led a customer facing team.
You will thrive on leading and motivating your team to achieve ambitious performance levels and to deliver a customer experience aligned to our purpose and values.
Commercially aware, you will be capable of making data driven recommendations that positively impact both your team and our customers.
You will be an excellent communicator who can successfully deliver messages at all levels of the organisation. 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.
Over the next eighteen months we will be significantly developing our services and propositions to customers – you will be a key change agent through this process, helping ensure we deliver to our customers aspirations and developing our people and ways of working to enable this.
We are open to applications from candidates from a variety of customer –centric organisations (such as retail, tourism, leisure, telcomms) who have very strong people leadership skills and the ability to learn the details of a very complex industry, fast. You don’t have to have a background in renewable energy but you must be highly motivated by our purpose and our values and have the capability to learn fast 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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