B2B Onboarding Team Leader

Salary: £31,500 per annum plus 30% OTE

About the Department

The B2B Department is a fast-paced, ever-evolving environment covering the full customer lifecycle, from registration and onboarding through to metering, billing, business moves, frontline support and complaints. You’ll work at the heart of this dynamic team, collaborating with a wide range of internal and external stakeholders to deliver seamless customer journeys.

About the Role

We’re on the lookout for a passionate, proactive Onboarding Team Leader to join our rapidly growing B2B Department. This is a high-impact role leading a team of up to 11 Onboarding Energy Experts, where you’ll be responsible for delivering an exceptional customer experience while driving operational excellence across departmental, regulatory, and contractual KPIs. This is more than a team leader role, it’s an opportunity to shape how we bring new B2B customers on board, at a time of exciting transformation and growth within the business.

What You’ll Be Doing

• Lead, coach and develop a high-performing onboarding team
• Oversee the full onboarding journey, from receipt of sales contract through to first bill
• Manage key industry processes including losses, objections, registration, ETs and compliance
• Ensure delivery against SLAs, regulatory obligations and contractual commitments
• Conduct regular 1:1s, performance reviews and side-by-side coaching to support continuous development
• Work cross-functionally to drive efficiencies, reduce cost-to-serve, and improve onboarding outcomes
• Support process improvement initiatives and contribute to transformation projects such as Salesforce E&U & workforce management integration
• Proactively identify issues and work with stakeholders to deliver innovative, customer-first solutions

Core Responsibilities

• Manage team performance and development through objectives, coaching and skill progression frameworks
• Lead recruitment, onboarding and training of new team members
• Drive down complaints by addressing root causes and supporting training interventions
• Maintain compliance with SLAs and regulatory requirements
• Oversee onboarding processes and coordinate with Sales, Service, Collections and Industry Management teams
• Monitor, report on, and analyse team performance, identifying trends and opportunities for improvement
• Engage with our Change and Transformation teams to support new platform developments
• Maintain up-to-date documentation and ensure process change communication is embedded
• Stay informed of legislation affecting onboarding and B2B energy operations
• Identify and escalate both positive outcomes and potential challenges to your manager proactively

About You

You’ll be a confident, people-centric leader with a ‘can do’ attitude and a proactive approach. You thrive in fast-moving environments and are comfortable managing competing priorities. You’re not afraid to take ownership of complex projects and have the ability to see them through to successful delivery.

To succeed in this role, you’ll be:

• Exceptionally organised, commercially aware, and forward-thinking
• Experienced in people leadership, with a proven track record of motivating and developing others
• Comfortable working across teams and departments to deliver improvements
• An effective communicator who can navigate both the positives and the more challenging aspects of change
• Experience in client or third-party management would be an advantage

Knowledge, Skills & Experience

• Proven experience in team leadership with strong results
• Able to manage multiple workstreams and deliver projects with autonomy
• Strong commercial and analytical thinking
• High attention to detail and strong problem-solving ability
• Skilled in Excel & Salesforce or similar systems
• Excellent planning, organisational, and communication skills
• Able to perform under pressure and meet agreed KPIs/project deadlines
• Experience liaising with regulators and third-party providers
• Knowledge of the energy industry is highly desirable

Behaviours We Value

• A strong leader and collaborative team player
• High emotional intelligence, able to adapt leadership styles to bring out the best in others
• Organised and methodical, with strong prioritisation skills
• Open, flexible, and adaptable to change
• Creative, innovative, and solutions-focused
• Committed to continuous improvement and personal development
• Engaging, positive and constructive communicator

Flexibility Statement

Due to the fast-moving nature of our business, you may occasionally be asked to take on responsibilities outside your initial remit. This flexibility allows us to continuously evolve and ensures our teams can make the biggest impact in a changing environment.

Ready to Lead the Charge? If you’re excited by the opportunity to lead a high-impact team and shape the future of our B2B onboarding, we’d love to hear from you. Join us on our journey and help us deliver service excellence, smarter processes, and real change in the energy sector. Apply now and be part of something powerful.

About Us

What's in it for you... Healthcare plan, life assurance and generous pension contribution, Volunteering Day, Hybrid Working, Various company discounts (including shops, gyms, days out and events), Holiday of 25 days (plus bank holidays) & ability to buy/sell days, Cycle to work scheme, car pooling and onsite parking available.

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Ecotricity is Britain’s greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind. Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.