ABOUT US:

Brook Green Supply is an independent B2B energy supply company. You will be working alongside a highly experienced team with many years of experience in the energy industry. This role offers a fantastic career opportunity for a determined, flexible, and driven individual. Personal development and career progression are closely aligned with the ongoing growth and success of the business.

THE ROLE:

As part of the Operations Department, you will manage a team of Customer Relationship Managers. You will work closely with both internal and external stakeholders, including Account Managers, Credit Control, and Third-Party Intermediaries. This role is essential to ensuring that the team delivers a high level of service to our most strategic accounts within the Brook Green Supply portfolio throughout the customer journey.

KEY RESPONSIBILITIES:

• Support the Customer Experience Manager in overseeing the operations of the department.
• Report on key team metrics (billed values, debt, portfolio health, performance) to the wider business.
• Adapt and make necessary changes within the team to align with evolving business needs.
• Conduct regular 1-2-1s and manage the team’s objectives.
• Participate in the recruitment process for new team members.
• Manage the morale, motivation, and performance of the team.
• Oversee and manage the allocation of new customers within the portfolio.
• Communicate key business updates, including system changes and process updates, to both internal teams and external parties.
• Act as an escalation point for internal teams and external stakeholders.
• Coach team members to improve the quality of conversations with customers; side-by-side calls and email observation to promote First Contact Resolution for customers.