Wednesday 9 August 2017

Latest Jobs – Customer Operations Team Leader – McLean Ross

Industry: Energy Supply

Location: London

Salary: £30-40K

Reference: IF1956

McLean Ross are partnering with a global leading energy supplier in the recruitment of a Customer Operations Team Leader to be based in their London office. The purpose of the role will include:

To lead, motivate, coach and monitor a Customer Operations Team who manage a portfolio of B2B customers, which will consist of approximately 6-10 people
To lead and manage a Customer Service team to deliver a 'right first time', excellent service level to the customer
To create a continuous improvement culture within the team.
Deliver the service targets with regards to portfolio and data management, information reporting, and query management.

Duties will include:

Coaching, 1-1’s and providing daily support for team members to allow them to provide the right level of service to meet the customers needs.
Ensuring accurate and timely invoicing for the portfolio in line with the customer service requirements
Minimize the volume of customer queries by identifying and then mitigating errors with our processes
Carry out fortnightly portfolio reviews with each team member
Analyse weekly/monthly MI and make improvements to improve, these metrics include: Data Delivery, Bill to meter, Actual vs Forecast Consumption, Query KPIs, Monthly Cost, Invoice Creation Date, Customer complaints.
Information gathering to support the production of KPI reporting against service level agreements with customers
Motivate, coach and develop the team by performing staff performance reviews
Manage the client interface through regular meetings

You will have:

Strong customer service experience across energy account areas and in particular with managing multisite customer accounts. Other customer service/ technical experience also of benefit.
Proven staff management and coaching / development experience
Experience and understanding of UK electricity and gas market and supply industry
Strong experience in the customer service industry
Experience in dealing with customer complaints

Qualifications & Skills: