Head of Customer Care (6-Month FTC)

📍London, Hybrid

⭐️ Our Perks

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave

Values-driven culture – we’re really proud of our culture.

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

Head of Customer Care at SO ENERGY

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.

As Head of Customer Care you will lead our three core customer care teams. We are seeking 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.

What you’ll be getting up to:

• Contribute to the overall success of the business by playing an active role in the leadership team.
• Lead and inspire your team to create a highly motivated and engaged team to deliver the business goals of industry leading customer experience.
• Creating a people centric culture that enables opportunities for growth and development that enhances employee satisfaction.
• Champion a great customer experience, understanding how customers want to converse with us, and develop a strategy to fulfil this
• Developing and implementing Team Goals and KPIs 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, and utilising these to develop into a strategic long-term plan for customer delivery
• Accountable for Ombudsman and Citizen Advice relationships to drive a partnership approach to improve customer experience.
• Accountable for our Citizen Advice scoring, and mobilising the company to deliver our key targets
• Utilise technology, data and best practice to deliver an enhanced customer and employee experience through operational excellence, modernised processes & cost optimisation.
• Enhance First Contact Resolution and identify opportunity for specialism where it benefits the customer journey.
• Continually enhance the knowledge and experience of the team, enabling them to be the best within their individual areas of delivery.
• Work with core partners such as L&D, QA, Marketting, Finance to not only shape the delivery of your function, but to ensure consistent ownership and measurement of P&L, cost to serve, shrinkage, contact reduction etc
• Act as the voice of the customer for So Energy
• Act as a customer champion to ensure best in class service across the whole of customer operation, constantly interfacing with the other core departments to create great feedback loops, better agent experience and better customer service
• Develop insight on the use of new tools and technologies; Voice, CRM, Case Management, WebChat etc and WFM to create a cost effective operation consistently achieving contact handling SLAs
• Accountable for all third party relationships within the Customer Care Department.
• Accountable for performance and efficiency within the Customer Care space
• Develop and execute short-term and long-term planning strategies in alignment with business goals, service level targets, and regulatory requirements for all Customer Operations teams

This role will be a great fit if:

• 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.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

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.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.