Customer Relationship Team Lead

We are looking for a Customer Relationship Team Leader to work within our Microtricity team. As a Mircotricity Team Leader you’ll be responsible for leading a team, whose core function is to build exceptional relationships with our customers, whilst delivering excellent service. It’s about making our customers feel valued and offering a service level that sets us apart from the rest!You will be responsible overseeing the end-to-end customer journey for a subset of Ecotricity customers, striving for a best-in-class experience. Responsible for adherence to industry legislative and audited timelines and targets.Core responsibilities:Manage the ongoing development of the Microtricity team, ensuring staff performance aligns with agreed objectives and skill levels.Conduct regular Personal Development Reviews (PDRs) and deliver coaching sessions to support individual growth.Effectively recruit, onboard, and train new team members, fostering a culture of excellence and accountability.Address underperformance through the performance support scheme, in line with People Team policies and best practices.Ensure the team consistently meets Key Performance Indicators (KPIs), including delivering an exceptional customer experience.Develop and implement systems and processes to streamline operations and improve efficiency.Support internal stakeholders with data-led solutions to operational challenges.Ensure all Microtricity business processes comply with relevant Feed-in Tariff (FiT) legislative guidance and frameworks.Adhere to Ecotricity’s internal governance standards and all applicable regulatory requirements.Build and maintain strong relationships across the wider business to support collaborative working and shared goals.Work closely with internal stakeholders to meet industry regulatory requirements and service delivery targets.Identify and deliver improvements that benefit both customers and staff.Undertake any ad-hoc tasks as requested by management to support departmental and organisational objectives.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.Essential skills:Experience of team leadership with a proven track record for motivating othersAble to visualise, interpret & present data, and advise on strategies to improve company performance based on resultsSubstantial level of MS excel skillsAbility to multi-task and run multiple workstreams, using own initiativeAnalytical skills with the ability to analyse data and support making commercially aware decisionsAbility to engage with external regulators and 3rd partiesKnowledge and experience within Feed-in Tariffs and related renewable frameworks – desirableEnergy industry literate – desirableAnalytical and methodicalStrong emotional intelligence - able to utilise a range of management techniques to get the best out of your teamPositive ‘can do’ attitude, Open, flexible and adaptable approach to workAble to effectively prioritise and reprioritiseSolutions focused and resourcefulCommitted to continual improvementWhat\'s in it for you...Healthcare plan, life assurance and generous pension contributionVolunteering DayHybrid WorkingVarious company discounts (including shops, gyms, days out and events)Holiday of 25 days (plus bank holidays) & ability to buy/sell daysCycle to work scheme, car pooling and onsite parking availableAs a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.Flexibility statementThe fast moving nature of the company\'s business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.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.We don\'t just supply green energy, we use the money from our customers\' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning \'bills into mills\'. Some of our biggest achievements to date include building Britain\'s first megawatt windmill and the country\'s first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.We don\'t just focus on energy though- we built the Electric Highway, Britain\'s leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain\'s greenest mobile phone service, Ecotalk, where they use the money from their customers\' bills to protect and regenerate Britain\'s lost rainforests.Ecotricity is an equal opportunities employer and is committed to providing equality for all.