Reporting to: Operations Manager – Smart & Innovation
No of Reports: None
Location: Bristol City Centre
Three years since its creation, Bristol Energy is forging ahead with its plan to support Bristol City Council in creating a different kind of energy provider: one which has the community at its heart and focuses on driving profits for a purpose.
From local job creation to staff volunteer days, carbon reduction activities and well-being initiatives such as training mental health first aiders, we are proud to say the estimated value put back into the Bristol community is £7m this financial year (estimated £12m since inception).
Over the past year, we’ve had some great results; we’ve grown our
customer base and pushed forward with our social mission to grow our renewable fuel mix;
· Residential has grown to over 165,000 customer supply points
· Business to Business has grown to over 4,500 business supply points
· Over 54 contracts with independent, renewable generators – many of them community owned
About the role
We are looking for a team coach to join our dynamic Smart & Innovation team at Bristol Energy. This is an exciting opportunity to be part of a growing team supporting Bristol Energy’s rapid transition from traditional meters to smart meters and offering additional connected home services that will enhance customer experience.
This is a vital role supporting and coaching the team on a daily basis to complete their jobs to the best of their ability, while ensuring that the objectives and direction set by the Operations Manager are filtered down and delivered on.
You’ll support the team on an individual basis, conducting regular coaching sessions and providing practical and expert advice to aid in query resolution. You’ll be meeting regularly with the Operations Manager to review the performance of the team, supporting them in the management of any formal processes.
In addition to your coaching roles, you’ll also be expected to get your hands dirty in the day-to-day operation, as we are a small, dynamic company where everybody works together for the benefit of the customer experience.
Brilliant communication skills are paramount to this role, whilst keeping your colleagues and our customers at the heart of everything you do. This calls for resilience, determination and a positive can-do attitude.
You must have:
A passion for delivering a quality customer experience
Experience and knowledge of the complex and regulated Energy Retail space
Experience and knowledge of Smart metering and its associated systems
Experience and confidence running training sessions with both groups and individuals
Excellent communication skills – both verbal and written and the ability to build strong rapport with customers and internal/external stakeholders
Confidence in handling difficult conversations with customers and stakeholders
Confidence in supporting and developing individuals within the team
Confidence in the theory and practicalities of coaching and supporting colleagues with daily work, KPI’s and quality
A tenacious, focussed, resilient, mindset and be able to respond to changing business conditions in a fast-moving environment
A keen eye for identifying and delivering process improvements
An ability to understand, explain and resolve complex situations where the resolution spans several scenarios and teams
Experience of supporting line managers in day to day running of a busy team
Confidence in delivering work briefings or messages to groups or individuals
You will ideally have:
An understanding of Coaching and training methodologies
An understanding of Process Improvement methodologies
Enthusiasm towards a challenging all-encompassing role
Knowledge of and experience with Bristol Energy’s operational systems
Please submit your CV with a short covering letter to [email protected] with the job title in the subject field