Bulb Energy Careers – Team UK Experience Manager In Liverpool, UK

Overview

Position Title: Team UK Experience Manager

Company: Bulb

Location: Liverpool, UK

Job Description

We’re looking for someone with 36 months+ experience managing customer service teams or leadership experience. You will need to be adept at organising, motivating and developing teams, have a proven record for creative problem-solving and show a strong focus on continuous improvement.

This role will report into the VP Experience and is responsible for managing multiple (~6) member service pods. We refer to teams as pods. Each pod has a Pod Leader (PL) that manages a team of up to 15 people focused on member service.

Responsibilities:

• Identify opportunities for and ensure a focus on continuous improvement in our member service technology, systems, processes and ways of operating
• Use reporting and analysis to monitor performance, make decisions and recommendations
• Ensure knowledge-sharing and communication within and across pods to increase the effectiveness of the whole service team
• Instill a strong sense of customer service and ensure each pod is set up to provide the best possible experience to our members
• Be a point of escalation for complex member complaints; coaching team members through how to solve where possible.
• Work with central Service Operations team to optimise scheduling, capacity planning and resource allocation

Requirements:

• Strong management capabilities that include developing and achieving goals and objectives in high pressure environments – combining the operational day-to-day management of teams with empathy, coaching, motivational techniques, and an ability to develop the team
• An ability to work across teams and with people at all levels
• Minimum of 36 + months experience managing customer service teams (leader of leader experience a bonus)
• Strong track record of systems and process improvement
• Organised and structured to work across teams at pace
• Experience working in high pressure, high growth environments
• Robust problem solving and process improvement techniques (Lean/Six Sigma a bonus skill set)
• Strong verbal and written communications skills, 1:1 as well as to larger audiences
• Analytical, data-driven mindset
• Ability to influence change and support change management activities