Head of Customer Care

So Energy was created in 2015 because we know there’s never a good reason to have a bad experience with your energy provider. Since then our renewable energy business has grown rapidly, with over 300,000 customers and 300+ So Energist's and we aren’t done. Our next goal is to supply renewable energy to 1 million UK customers by the end of 2026 and we are going to succeed in that mission by leveraging technology, remaining customer-centric and hiring people with a passion for sustainability.

If you're thinking of joining us then your timing couldn't be more perfect. In late 2021 So Energy joined forces with ESB Energy to become the UK’s next big green energy supplier.

Our People - So Energists

Whether you are helping our customers gain energy independence through solar panelling and EV charges or delivering best-in-class customer service to one of our renewable energy customers there are six things all So Energists have in common, our Values:

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Who are we looking for?

Our Customer Care Teams are the nerve centre of our entire operation. People here are the voice of our business – providing excellent service, direct to our customers whenever they need us.

We are looking for a talented and ambitious Head of Customer Care to lead our three core customer care teams. We need an influential leader who is people-centric by nature whilst also being data-led. Your role will be to develop your people, add value through continuous improvement, to help us achieve our goals, all whilst ensuring the delivery of outstanding customer service, a cornerstone of the So Energy brand.

Requirements

What will you be doing?

• Contributing to the overall success of the business by playing an active role in the leadership team.
• Leading and developing the team to create a highly motivated and engaged team, to deliver the business goal of industry leading customer experience.
• Creating a people-centric culture that enables opportunities for growth and development that enhances employee satisfaction.
• Developing and implementing Team OKRs to manage performance and maximise customer satisfaction.
• Strengthening So Energy’s reputation in the market by harnessing feedback from tools such as Trustpilot, CSAT and NPS.
• Accountable for Ombudsman and Citizen Advice relationships to drive a partnership approach to improve customer experience.
• Ustilising technology, data and best practise to deliver an enhanced customer and employee experience through operational excellence, modernised processes & cost optimisation.
• Enhancing First Call Resolution and identify opportunity for specialism where it benefits the customer journey.
• Continually enhancing the knowledge and experience of the team, enabling them to be the best within their individual areas of delivery.
• Accountable for all third party relationships within the Customer Care Department.

About you:

• You have a proven track record of delivering industry leading customer experience.
• Strong leadership, coaching and people development focus.
• Ability to influence, communicate and collaborate effectively with your team, and peers within the office and virtually.
• Excellent communication and influencing skills to manage stakeholder relationships successfully.
• A thought leader capable of driving continuous improvement.
• Experience working cross functionally with different departments such as product, engineering, and business analytics.
• Experience using data to gain insight to drive improvement and efficiencies.

Benefits

What's in it for you?

• Competitive salary plus up to 10% performance-related bonus
• 25 days holiday, plus bank holidays, and an extra day holiday for your birthday
• Last Friday of each month nibbles and drinks in the office
• Work two days from home
• Great reward and recognition
• Join a unique culture that embraces peoples ideas and fosters collaboration across the business
• Enhanced Maternity and Paternity leave
• Access to Perkbox+ including the Wellness Hub
• Life assurance 4x base salary

So Energy cares about helping the energy industry become a much more diverse and inclusive environment and we work hard to lead by example. We are committed to Equal Employment Opportunity and building an inclusive environment for all. As an equal opportunity employer, there are also several steps we take to accommodate candidates and employees with disabilities including additional time on tests during the interview process and specialist equipment for those employees that require it.

If you are interested in finding out more please apply, make sure to complete all the questions to the best of your ability and attached an up to date version of your CV.

Good luck!