Customer Service Leader, Bulb

Salary not provided

Senior and Expert level

100% renewable electricity supplier

Job no longer available

100% renewable electricity supplier

501-1000 employees

B2CEnergySustainability

Job no longer available

Salary not provided

Senior and Expert level

501-1000 employees

B2CEnergySustainability

Company mission

Bulb's mission is to help its members lower their energy bills and cut carbon emissions.

Job

Company

Role

Who you are

5+ years’ experience managing customer service teams
Experience working in high pressure, high growth environments
Strong track record of systems and process improvement
Strong management capabilities that include getting results 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
Strong verbal communications skills, 1:1 as well as to larger audiences
Robust problem solving and process improvement techniques
Analytical, data-driven mindset
An ability to work across teams and with people at all levels
Organised and structured to work across teams at pace
Ability to influence change and support change management activities

What the job involves

This role will report into Bulb’s UK General Manager and is responsible for managing multiple (~12) member service pods
Each pod has a Pod Leader (PL) that manages a team of up to 12 people focused on member service
This is a new role for Bulb and represents an exciting new phase for member service as we continue to grow at pace
This is a real opportunity to help evolve the way Bulb does member service to ensure we continue to delight our customers whilst engaging and developing our team
Instilling a strong sense of service and ensuring each pod is set up to provide the best possible service to our members
Identifying opportunities for and ensuring a focus on continuous improvement in our member service technology, systems, processes and ways of operating
Being a point of escalation for complex member complaints; coaching team members through how to solve where possible
Ensuring knowledge-sharing and communication within and across pods to increase the effectiveness of the whole service team
Working with central Service Ops team to optimise scheduling, capacity planning and resource allocation
Using reporting and analysis to monitor performance, make decisions and recommendations
Coaching, developing and mentoring Pod Leaders and Coaches to help them get the best from their teams of Energy Specialists (ES) in an effective and sustainable way
Playing a key role in helping us to become an exceptional place to work for the ambitious Energy Specialists we hire
Supporting the interviewing and hiring for new Pod Leaders, Coaches and Energy Specialists
Working with the UK GM and other Group Pod Leaders to set clear objectives, prioritise efficiently and orient the service team to what matters the most
Collaborating with Product Management organisation to ensure Make It Better ideas from the service team are prioritised appropriately and acted upon
Supporting broader efforts to ensure Bulb’s long term business success as part of the wider management team

Our take

The traditional energy market has been dominated by the big 6 companies for decades. Consumer energy in the UK has long been associated with rising prices, poor customer service and high profits for incumbent firms, however, startups like Bulb have become increasingly popular with customers looking for easy onboarding and bill management, and cheaper energy deals.

Bulb provides 100% renewable electricity to homes across the UK, France, Spain and Texas and 100% carbon offset gas in the UK. It supplies green energy as standard, with fair pricing and technology to help its members manage and reduce their energy use. It was the first energy supplier in the UK to become a certified B Corp and has been highly regarded for its exceptional customer service.

Despite its huge success with customers and massive growth since its founding, Bulb was put into special administration in late 2021 - leaving about 1.6 million customers needing a new energy supplier - after surging gas prices exposed firms that weren’t protected by buying energy in advance.

As of 2022, Bulb is being run by the government, but Octopus and Ovo Energy are two companies that are currently weighing a bid to buy Bulb. The winner will land a big chunk of the market share. The UK Business Secretary is confident that a buyer for Bulb will be found sooner rather than later.