Customer Service Team Leader - Belfast, United Kingdom - ESB

Description

Vacancy Number:

Customer-ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.

Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives.

This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives.

ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

Position Description
This is an exciting and challenging opportunity to work in a dynamic Electric Ireland Belfast team. We have approximately 90,000 Residential & Business customer base who we strive to provide excellent customer service.

The Northern Ireland Customer Operations Team is part of Residential Markets and is responsible for all customer facing activities i.e.

customer service, payments, credit and collections activities for Electric Ireland residential customers in Northern Ireland. The team work closely with the Operations teams in Swift Square.

This position requires a person with a proven customer centric focus who will be an advocate for the customer and will have demonstrable experience of working under pressure in an ever-changing environment to deliver a best-in-class customer service.

Key Responsibilities

• Lead and actively manage the performance of the Customer service team to ensure a consistent level of service and deliver excellent levels of customer experience. This team is currently embracing SMART working and strong communication and performance management skills are required.
• Manage the performance, training, and competency development of the team following all the companies policies and procedures.
• Manage, plan and coordinate the Customer Service workload to meet deadlines and service levels in a regulated environment and in accordance with the Companies code of practice.
• Actively manage the Customer Service team to ensure KPI metrics are achieved.
• Manage the new connections process, to ensure customers are on supply within an acceptable timeframe.
• Manage the move in / move out process to ensure the accuracy of our customers' bills.
• Work with internal technology teams on process optimisation and robotics projects to provide better service to stakeholders and customers.
• Comms with Payments department and external service providers e.g. PayPoint and Secure Meters.
• Develop procedures to improve team efficiency and work practices.
• Interface with Consumer Council in dealing with customer complaints and develop good working relationships.
• Develop a strong working knowledge of all the system processes and the ability to address issues and optimise processes as they arise.
• Develop a strong appreciation of the Codes of Practice and actively implement compliance within your team, area and the overall business. Support the overall business in maintaining compliance as well as providing ongoing report compilation and data requests.
• Represent the company and assist with queries from Northern Ireland Housing Executive, Police Service of Northern Ireland and other government agencies.
• Maintain a strong working relationship with NIE to ensure all steps of the Customer Journey are to best practice standards.
• Interface with internal payments departments and external service providers to ensure smooth operation of Customer billing and resolve issues relating to Customer accounts as they arise.
• Actively manage and reduce known business risk areas and report quarterly through the Risk Control Matrix framework and Governance Investigations.
• Implementing appropriate actions as result of business improvements and CSAT (Customer Satisfaction) metrics.
• Develop and manage good working relationships with internal & external stakeholders (NIE Networks, Consumer Council NI, Northern Ireland Utility Regulator, Trading Standards, Advice NI, Age NI, Bryson Energy, PSNI, Social Security Agencies, local councils, and housing associations, as well as the operational & sales teams within Electric Ireland).
• Management of revenue protection and liaise with NIE to instigate fraud investigations.

Knowledge, Skills and Experience

Essential

• Minimum 3 years' experience.
• A proven track record in delivery of excellent customer service.
• Excellent interpersonal and written communication skills.
• Ability to lead a team to deliver high performance levels on a consistent basis