Green Britain Group on cord

Green Britain Group

Head of Customer Service

External position
Stroud, UK
Hiring internally for Green Britain Group?
Energy and Utilities · Sustainability
Our mission is to bring about a Green Britain.
Posted
2 months ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Head of Customer
Experience level: Leadership
Core skills considered: Customer service, Customer support, Escalations handling
Other skills considered: Stakeholder Management, Data Analysis

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job Description

At Ecotricity, our customers are at the heart of everything we do. Our diverse operations team deliver the excellent customer experience that Ecotricity customers come to expect.

We are looking for a talented, energy-sector-experienced Head of Customer Service to join us in Stroud, Gloucestershire, for a minimum of 3 days a week. You will be responsible for the smooth running of our customer lifecycle, managing performance of cross functional and skilled teams delivering the day-to-day operation whilst continuously improving and challenging the way things are done.


Core responsibilities:

  • Lead by example - rolling your sleeves up to get into the work to understand why customers are contacting us, why accounts are unbilled and what trends we're seeing
  • Manage and develop a group of team leaders who in turn look after customer service specialists across customer support, billing, home moves, upselling, Pay as you go and complaints
  • Develop a team of strong, high performing team leaders around you
  • You will develop and embed an inclusive, engaging, fun and rewarding culture and customer experience, setting the tone for your team
  • Establish and maintain strong relationships with internal and external stakeholders
  • Look at constant improvements of our processes, our people and our systems, combining your root cause analysis with your energy and service experience
  • Be the driving force behind our ongoing upskilling programme of work
  • Drive KPI's to improve first customer contact resolution, improve and maintain service levels, reduce complaints, increase sales, reduce customer churn, reduce unbilled, and increase profitability through reducing our cost to serve
  • Understand, reduce and sustain BAU unbilled numbers through insight and analysis and address root causes
  • Drive the already excellent CAB scores so that we are number 1 in all areas
  • Monitor and improve the day to day running of the operational functions including but not limited to: Team management, Operational and real time reporting and Compliance
  • To comply with all DPA and GDPR guidelines

Essential skills:

  • Supplier Energy industry experience is critical and we will only be accepting applications from people who have this
  • You'll have experience at head of management level in an operational role
  • Be a master at plate spinning, being able to manage multiple tasks, deadlines and people
  • Ready to roll up your sleeves and muck in by doing the doing
  • Be a team player and an awesome relationship builder who is able to build great working relationships with people across cultures and perspectives.
  • You are a confident and experienced people leader who can hit the ground running in a dynamic environment, happy to take on tasks in all areas - don't be afraid to get into the detail
  • Be super organised and think practically about all the tasks needed to get the job done
  • You are adaptable, positive and proactive and energised by working in a fast-paced environment characterised by constant change
  • You are someone who establishes and works with a network quickly to deliver promptly, with a focus on quality and delivery
  • You will be analytical, seeking out data and using this to inform your decisions.

Company Benefits

  • Healthcare plan, life assurance and generous pension contribution
  • Volunteering day
  • Hybrid working
  • Various company discounts (including shops, 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
Head of Customer Service at Green Britain Group
Position posted 2 months ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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