We’re seeking to recruit a B2B experienced Head of Customer Service to join the growing Customer Operations department.

We have an amazing Customer Operations team who provide first-class customer service to all our B2B customers and third party stakeholders across all the front and back-office activities they complete.

In this role you will be working with the Customer Operations Director and wider management team to take Bryt Energy’s external customer performance and reputation to the next level of excellence. This will be delivered whilst maintaining high standards of customer and TPI service, meeting organisational objectives, developing new customer centric systems and working within the budgets assigned.

At Bryt Energy we are hands on in our management approach, so the right candidate will be someone who provides strong leadership, can define and implement the organisational strategy, but can also work at the operational level to support and inspire the team.

We are looking for someone who is passionate about setting the highest possible service standards, so a naturally customer focused mindset is essential. The successful person will strive to put the customer and TPI at the heart of all business decisions and achieve high customer service standards across all processes.

• Setting the strategy for all customer service-related activities across the business, including developing and maintaining robust TPI relationships. This includes, but is not limited to, front call handling systems and associated service levels, inbound email contact being actioned to desired SLA’s, all written customer contact documents, customer and TPI meetings and reporting.

• Implementing a company wide customer service external accreditation and training programme, working with Marketing to create the internal customer focused brand and proactively and innovatively communicating this to external stakeholders.

• Develop strategies to ensure all existing company KPI’s are met or exceeded with performance reported on a regular basis. Capability of identifying new KPI requirements and implementing them into the business.

• Management responsibilities for all employees within the Customer Service area of Customer Operations, through leading a team of Managers. Including recruitment, employee development, team performance and wellbeing, introducing operational efficiencies within the department and full compliance with all company HR policies and employment legislation. Putting employees at the forefront of department related decisions to maintain employee engagement levels is essential.

• Accountability and autonomy for the design and implementation of the end-to-end customer service journey, considering how this needs to differ for Strategic and Non-Strategic B2B customers supplied by Bryt Eneregy so the specific customers’ needs are delivered and expectations exceeded. Develop and implement TPI service management to meet TPI benchmarking and company service standards.

• Working with Marketing to document the end-to-end customer journey and create a suite of customer communications for all customer process stages, which are in-line with the companies Tone of Voice, are regulatory compliant and provide clear and robust customer updates.

• Development and delivery of all customer satisfaction surveys and associated reporting. Identify and build strategies to improve overall customer satisfaction if underperformance is identified. Promote internally and externally all customer feedback received in an engaging and informative way.

• Working effectively with other internal teams and outsourced partners, where relevant, to drive first-time contact resolution where possible and minimise time-to-resolve metrics.

• Understanding the company’s products and services and work with Marketing, Sales, Commercial and IT to develop customer service approaches to achieve the best customer product awareness and ongoing engagement.

• Working effectively with stakeholders in the Bryt Energy IT team to review existing processes, create process documentation, develop and deliver training material to Operational employees and ensure any system changes are implemented in a strategic and team focussed way. Design and support the creation and implementation of customer and TPI portals to encourage appropriate levels of self service interaction to reduce the cost to serve.

• Monitoring external industry changes and identifying where customer service processes need to be adapted to ensure full compliance. Develop project plans to define, build and implement the changes ensuring strong stakeholder engagement across the business to deliver the changes on time. Accountability for the continual review of all existing processes to ensure that they remain fully compliant with all regulatory guidelines and there is no reputational damage.

• Proactively attending Strategic Account customer or TPI meetings to provide customer service performance insight and reporting to ensure all customer SLA’s and expectations are met. Support tender responses to demonstrate service standard capabilities at Bryt Energy. Work with the Sales team to ensure a combined approach to deliver these objectives.

• Delivering industry leading contact management, query management, disputes and escalated complaint resolution services and metrics. Responsibility for ensuring the complaints process is completed compliantly with regulatory guidelines. Oversight of any Ombudsman cases to required standards and timescales.

• Designing, producing and continually analysing all customer service reporting and internal and external KPI requirements to demonstrate overall performance to the Senior Leadership team. Highlight any risks or concerns, understand the root causes of any issues and set remedial plans with clear milestones and reporting for how these issues will be resolved.

• Ensure a seamless onboarding process through collaborative working relationships with the sales teams to obtain all required information in a timely and accurate manner to prevent delays to quality or timeliness of the first bill.

• Ongoing management of resource requirements to ensure the customer service function develops and scales efficiently and effectively in line with customer growth and system development.

What you’ll bring to the team:

• A passion for B2B customer service across all areas of the Customer Service operational areas.
• Strong people management experience of leading teams at all levels to be able to live and breathe the company’s people culture.
• A visible leader who is available for employees at all levels and positively embraces the company values working within a culture of psychological safety.
• A detailed knowledge of the B2B energy sector to be able to competently understand and communicate with all internal and external stakeholders.
• Significant years of industry experience completed to be able to effectively influence and work with the key industry regulators on operational matters.
• Experience of effective customer service relationship management with I&C’s and their TPI’s.
• The ability to identify where operational improvements are required and take ownership for delivering process optimisation.
• A real team working ambassador, with the ability to work across functions with a positive attitude to collectively achieve the organisational goals and objectives.
• The drive and desire to continue to make Bryt Energy the best UK energy supplier for our customers and the people who work within it.

Education and Training:

• Previous B2B I&C customer service experience operating at a senior level is essential.
• Preferably qualified to degree or equivalent level.
• Previous management experience of working at a senior management level, ideally with externally recognised management qualifications.
• Awareness of core HR legislation and practical experience of working within these HR areas whilst managing a team.

Abilities and Skills:

• Detailed knowledge of the end-to-end B2B customer journey from onboarding to billing.
• Be a confident and clear communicator to internal stakeholders at all levels to achieve desired results with strong teamwork being maintained.
• Strong interpersonal skills to work cross functionally with all levels within the business to achieve a common goal.
• Be able to proactively represent the company in all external customer facing meetings in a competent and professional manner.
• Confidence in problem solving and being able to clearly articulate the issue and identify and drive forward solutions.
• Experience of managing and positively leading through periods of change.
• Flexible hands-on and structured approach, and with high personal integrity.
• Knowledge of how to improve customer experience whilst reducing cost to serve.
• Target setting, team management and development.
• Experience of relationship management with Strategic Account customers and associated TPI’s.
• Experience of working in the UK electricity supply industry.
• Strong Microsoft skills in PowerPoint, Excel and Word to produce presentations, documents and reports as required.