🌍 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
• Technology – Your choice of Mac or Windows
• 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 350,000 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

Customer Care Manager (6 Month FTC) at SO ENERGY

Reporting into our Head of Customer Care 👋

What you’ll be getting up to:

Customer Care Leadership, (Lead the Leaders):

• Lead and manage a high-performing team of Customer Care professionals at all levels.
• Set clear performance targets and goals aligned with business objectives.
• Conduct regular performance reviews, provide feedback, and support professional development.
• Foster a positive team culture and uphold company values.

Customer Engagement and Satisfaction:

• Ensure exceptional customer care is delivered across multiple communication channels.
• Address new, potential, and existing customer queries efficiently and effectively.
• Support the Customer Care team in handling billing queries, complaints, and general inquiries to achieve high first-time resolution rates.
• Analyze root causes of customer issues and drive solutions for enhanced satisfaction.

Operational Excellence:

• Monitor and meet SLAs, prioritizing first-time resolution and minimising escalations.
• Optimise operational processes to enhance efficiency and reduce customer effort.
• Collaborate with the Scheduling Manager to forecast and scale team capacity based on business needs.
• Coordinate with Quality and Training teams to maintain consistent quality standards.

Strategic Collaboration:

• Collaborate with cross-functional teams, including Product, Technical, Marketing, and Finance, to address customer needs and pain points.
• Advocate for customer requirements in new product and service development.
• Stay current with industry trends and emerging technologies to drive innovation.

Data-Driven Insights:

• Utilise data analytics to track KPIs, customer satisfaction metrics, and emerging trends.
• Translate customer insights into actionable recommendations for process improvements and service enhancements.

Regulatory Compliance:

• Ensure strict adherence to OFGEM and regulatory requirements, communicating updates to the team.
• Manage customer onboarding and support compliance with regulatory standards.

Change Management and Crisis Response:

• Lead the team through periods of organisational change and crises, ensuring continuity of customer support.
• Develop crisis management strategies to handle unexpected spikes in customer inquiries.

Innovation and Continuous Improvement:

• Foster a culture of continuous improvement, identifying opportunities to enhance the customer experience and operational efficiency.
• Recommend and implement new processes, tools, and knowledge to improve customer care.

Employee Development and Engagement:

• Provide coaching, mentoring, and professional development opportunities for Team Leaders and their teams.
• Enhance employee engagement, satisfaction, and retention within the Customer Support area.

Stakeholder Management:

• Build and maintain strong relationships with key stakeholders across the organisation to align on customer service goals.

Reporting and Insights:

• Generate comprehensive reports on team performance, customer satisfaction, and operational effectiveness.
• Present insights and recommendations to senior management for strategic decision-making.

This role will be a great fit if:

• Proven managerial experience in a customer service setting
• Exceptional communication and interpersonal skills
• A passion for customer satisfaction and problem-solving
• The ability to inspire and motivate your teams
• Strong analytical skills to drive data-based decisions

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.