Junior Team Lead Customer Service UK

As a Junior Team Lead Customer Service UK you represent an important role in customer contact within the UK energy and solar projects. The company makes clear contractual agreements with the supplier about the implementation of the project, but customers can express their concerns and / or complaints about the supplier or the group purchase to us. You will receive these kinds of from their British call center, via the stakeholders they work with or by email directly from the customer. You take immediate action and analyze the problem. You reach out to the supplier, inform the customer and other stakeholders about the solution. This also includes good aftercare: you check whether everything went well and whether further steps are needed. Calling, e-mailing, arranging and solving with personal attention for the customer, that's what you get your satisfaction from. You are also the ears and eyes of the British project team. You propose ideas and put them into action to structurally prevent frequently occurring questions and complaints.

Besides the above, your additional responsibilities consist of the following:

• With a team of Customer Service Agents you are responsible for contact with customers
• You perform quality checks on the customer contacts of the Customer Service Agents
• You coach the Customer Service Agents on hard and soft skills and guide them during busy periods
• You analyze trends to implement improvements and translate customer questions into content for communication and our website
• You proactively support the British project team and guide Customer Service Agents during busy periods
• You work with other stakeholders to improve processes

As Customer Service Team Lead, you are part of the Customer Service department. Your work within this team will be coordinated together with the Customer Service Manager. Internally, you will work closely with the Project Managers for Solar UK and Energy UK: together you will monitor the schemes’ progress and think about ways to improve the businesses. Within your role there is quite some independence, even though you will be working together with a broad range of colleagues.

iChoosr is a young, growing, international company with 100+ colleagues spread out over Belgium, the Netherlands, Great-Britain, Poland, the USA, and Japan.

The Organisation believes in the power of the consumer, which is why they organise group-buying schemes for products like Solar PV installations and renewable energy contracts. The premise is simple: together you can achieve more than alone. At iChoosr, they want all stakeholders to benefit: the consumers, suppliers, and Community Leaders they work with. Over 2.5 million households in Europe and outside have saved with iChoosr.

In the UK, together with a number of local authorities and partners, iChoosr organise group-buying schemes for Solar PV or collective switching schemes for renewable energy contracts. Through marketing campaigns they gather interested individuals, after which they hold an auction with vetted Solar PV suppliers or energy suppliers respectively. The winning supplier is allowed to provide the scheme’s participants an offer for a Solar PV installation or energy contract.

The customer is a central pillar in every project they hold. A clear website, understandable information and great customer service are essential for the company in organising a successful scheme.

• You have a college-educated level of working and thinking
• You are capable of dealing with complex questions and complaints and have an optimistic and helpful way of working
• You are a capable planner and enjoy working with a broad range of responsibilities
• You can keep the overview and are a careful and considered worker
• Experience in coaching is a requisite
• You recognise and analyse problems, and have a focus for improving processes
• You are proactive, independent, service-oriented, resilient and flexible
• You have a perfect grasp of written and spoken British English (you are able to understand Dutch but do not need to have a perfect grasp of it)
• You are prepared to travel to our London/Antwerp offices on a regular basis

• A broad and challenging role with responsibilities and independence in a dynamic and inspiring workplace
• Motivated and fun colleagues working together in an informal way
• Sufficient space for personal growth and development within the company
• A fun office on Rembrandtplein in Amsterdam, easily reachable with public transport or by bike, including lunch provided by the company
• Of course iChoosr would pay you a market-conform salary and 25 vacation days
• The option to work from an inspiring place (another country or location) a couple of weeks per year
• A yearly trip abroad with the entire company

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Fore more information about this vacancy you can contact Shanna van Hattum - Janssen via shanna@go-office.nl.