About this role: We are looking for a commercially driven and experienced Customer Service Manager who is passionate about renewable energy to lead the customer service team.
Key responsibilities: Lead, mentor, and develop a high-performing customer service team including Team Leaders and staff members. Develop and implement customer service strategies that enhance customer satisfaction and retention. Monitor customer service metrics (e.g., response time, first-call resolution, net promoter score) and provide weekly dashboard and monthly reports.
Duties:
* Drive a culture of continuous improvement, customer-first thinking, collaboration, knowledge sharing, and continuous learning within the team and across departments
* Work with HR to establish and maintain development pathways for Customer Service team members
* Provide regular feedback on team member performance, focusing on both quality and productivity
* Support the recruitment and onboarding of new staff according to the agreed resource plan
* Maintain and regularly update all training material and induction documents to reflect regulatory changes, compliance risks, and industry best practice
* Manager phone system setup, ensuring configuration supports effective communication, call flow management, and service quality
* Use CRM and customer data to generate insights and improve service
* Identify and implement opportunities for automation, self-service, and process streamlining that enhance compliance and reduce manual handling risks
* Prepare and deliver monthly reporting to management, incorporating insights on performance, resourcing, trends in customer issues, and compliance breaches or risks
Requirements: At least 5 years of experience in a customer service role with exposure to escalations preferably in the energy and utilities sector experience. Experience in a B2C service-based industry essential. Supervision of staff including performance management, recruitment and training of team members.
You will be successful in the role if you possess: Strong written and verbal communication. Understanding of energy sector compliance and customer obligations Familiarity with systems including Sling, CRMs, and phone systems Positive, enthusiastic attitude. Proactive and accountable. Organised with strong time management. Ability to motivate, lead, and develop a high-performing team.
The ideal candidate: Will have a positive, enthusiastic attitude and be proactive and accountable. They will also have strong written and verbal communication skills, as well as the ability to motivate, lead, and develop a high-performing team.
Benefits: Comprehensive training and mentorship from experienced professionals. New office location, with stunning panoramic views, close to public transportation. A diverse and equal employment opportunity employer.