So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’re grown rapidly but sustainably, with 300,000+ customers and over 300 So Energists. But, we’re not done. We’re on the road to a million customers by the end of 2026 and, thanks to our recent merger with ESB Energy, we’re well on the way. We’re tech first, we’re customer-centric and we’re passionate about sustainability.

We want to do the best we can by our customers and by each other, so we’ve created a workplace that is 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:

As a Customer Care Team Leader at So Energy, you will:

• Lead and inspire a team of customer care representatives to achieve excellence in customer service.
• Handle escalated customer inquiries and resolve complex issues promptly and effectively.
• Establish and monitor performance metrics to ensure team goals are met.
• Provide ongoing training, coaching, and support to team members.
• Collaborate with cross-functional teams to enhance the overall customer experience

Requirements

Coaching and Developing:

• • Providing ongoing guidance and support to team members, fostering their professional growth.
  • Conducting regular training sessions to enhance product knowledge, customer care skills, and problem-solving abilities.
  • Encouraging a culture of continuous learning and improvement within the team.
• Leading by Example and Inspiring Team Members:
  • Demonstrating a strong work ethic, positive attitude, and dedication to customer satisfaction.
  • Encouraging a sense of ownership and accountability among team members.
  • Motivating the team to exceed performance expectations through effective communication and recognition.
• Identifying Development Opportunities and Developing PDPs:
  • Conducting regular skill assessments to identify areas for improvement and growth.
  • Collaborating with team members to create personalized development plans (PDPs) to address skill gaps and career aspirations.
  • Monitoring progress and adjusting PDPs as needed.

Benefits

• Competitive salary plus 10% performance-related bonus
• 25 days holiday, plus bank holidays, and an extra day holiday for your birthday
• Personal Learning & Development Budget
• Hybrid Remote Working
• Great reward and recognition
• Join a unique culture that embraces people's ideals and fosters collaboration across the business
• Use of the Hastee platform to access some of your pay in a pinch
• Enhanced Maternity and Paternity leave
• Access to Perkbox+ including the Wellness Hub and Salary Sacrifice Tech Purchase scheme
• Life assurance 4x base salary