Team Coordinator

Description:

The organisation delivers a range of essential support to directly benefit customers in vulnerable circumstances, helping to lower their energy costs while delivering exceptional customer satisfaction and achieving significant social return on investment. The role of Coordinator will provide our most in-depth help and advice to energy consumers via the telephone to help them reduce their energy and other utility bills through the provision of relevant and bespoke information, answering questions on the benefit of different actions or installation of energy efficiency and/or low carbon technologies.

The Coordinator is responsible for overseeing the performance of the Administrators’ day-to-day activities. You will provide feedback and support to the Administrators, ensuring they provide efficient, effective and empathetic advice to customers by ensuring they follow the scripts and processes to meet the objectives of a range of different schemes to reduce customers’ energy costs. You will identify any additional training needs and support with team development, as required.

You will ensure the Administrators deliver a wide range of interventions to ensure a holistic advice service to customers, including support relating to energy efficiency measures, income maximisation and benefit entitlements checks and energy use behaviour change. This will include ensuring they accurately update customer records to provide clear and accurate reports and internally to track progress against targets.

You will support the Team Manager in identifying gaps for improvements to current processes, facilitate the change with relevant stakeholders, document the change and communicate it to the team manager for distribution to the team. You may be asked to support with and provide training where necessary.

You will work within a team of coordinators to successfully train new starters, monitor their progress and support in their development.

You will take a proactive approach and undertake projects to continually improve processes and customer journeys. You will contribute to the allocation of resources and reporting to commissioning clients. As well as coordinating the team and leading by example to ensure exceptional service delivery at all times, there will also be a requirement to speak directly to customers to deliver these services, particularly customers with more extensive advice needs. This will require strong knowledge of energy efficiency measures and advice in order to provide practical support for customers in vulnerable situations. This commitment to high quality services will contribute to the successful extension of existing funding schemes and/or securing future projects.

You will have experience in and be comfortable with working towards monthly Key Performance Indicators (KPI’s), measured against productivity, call conversion rates and quality of customer calls. You will encourage and support administrators to strive to meet their KPI’s also.

KEY RESPONSIBILITIES

Team coordination:

* Train and support the Administrators.

* Oversee the daily performance and service capability of the Administrators.

* Identify additional training requirements required for the Administrators.

* Ensure the Administrators meet the objectives of the varying schemes.

* Identify gaps for improvements to processes and customer journeys.

* Contribute to the decisions of the allocation of resources.

* Meet personal KPI’s, and support administrators in meeting their KPI’s.

* Deliver accurate reporting, as required, for internal and external stakeholders.

* Facilitate and support with the implementation of change projects.

Customer service and project delivery

* Conduct outbound and inbound calls to domestic energy consumers and clients.

* Offer energy advice on a day to day basis.

* Maintain a positive relationship with all clients.

* Day to day administrative project management tasks, including recording key information on a range of IT systems.

Administration

* Offer support to staff within the team when required.

* Ensure a high level of detail is utilised when carrying out administrative tasks.

* Deliver robust and accurate reporting for both internal and external clients.

KEY KNOWLEDGE AND SKILLS:

* Proven ability to communicate effectively both verbally and in writing, whilst using IT systems for the provision of advice services and reporting metrics.

* Be able to prioritise work, identify and develop ideas and opportunities.

* Customer focus – able to put yourself in the shoes of the customer, be attentive to their needs and provide high quality, timely responses.

* Comfortable communicating with internal and external stakeholders.

* Able to work collaboratively with other team members, contributing to team goals and objectives.

* Able to interact with customers from a range of diverse backgrounds and circumstances, demonstrating genuine care and concern for their wellbeing.

* Demonstrable IT skills and able to quickly develop, with appropriate training support, a good understanding of energy efficiency and income maximisation services, to be able to provide accurate and reliable advice.

* Be able to adapt to change and manage competing demands