B2B Onboarding Team Leader

Job DescriptionSalary-31,500 per annum plus 30% OTEAbout the DepartmentThe B2B Department is a fast-paced, ever-evolving environment covering the full customer lifecycle, from registration and onboarding through to metering, billing, business moves, frontline support and complaints. Youll work at the heart of this dynamic team, collaborating with a wide range of internal and external stakeholders to deliver seamless customer journeys.About the RoleWere on the lookout for a passionate, proactive Onboarding Team Leader to join our rapidly growing B2B Department. This is a high-impact role leading a team of up to 11 Onboarding Energy Experts, where youll be responsible for delivering an exceptional customer experience while driving operational excellence across departmental, regulatory, and contractual KPIs.This is more than a team leader role, its an opportunity to shape how we bring new B2B customers on board, at a time of exciting transformation and growth within the business.What Youll Be DoingLead, coach and develop a high-performing onboarding teamOversee the full onboarding journey, from receipt of sales contract through to first billManage key industry processes including losses, objections, registration, ETs and complianceEnsure delivery against SLAs, regulatory obligations and contractual commitmentsConduct regular 1:1s, performance reviews and side-by-side coaching to support continuous developmentWork cross-functionally to drive efficiencies, reduce cost-to-serve, and improve onboarding outcomesSupport process improvement initiatives and contribute to transformation projects such as Salesforce E&U & workforce management integrationProactively identify issues and work with stakeholders to deliver innovative, customer-first solutionsCore ResponsibilitiesManage team performance and development through objectives, coaching and skill progression frameworksLead recruitment, onboarding and training of new team membersDrive down complaints by addressing root causes and supporting training interventionsMaintain compliance with SLAs and regulatory requirementsOversee onboarding processes and coordinate with Sales, Service, Collections and Industry Management teamsMonitor, report on, and analyse team performance, identifying trends and opportunities for improvementEngage with our Change and Transformation teams to support new platform developmentsMaintain up-to-date documentation and ensure process change communication is embeddedStay informed of legislation affecting onboarding and B2B energy operationsIdentify and escalate both positive outcomes and potential challenges to your manager proactivelyAbout YouYoull be a confident, people-centric leader with a can do attitude and a proactive approach. You thrive in fast-moving environments and are comfortable managing competing priorities. Youre not afraid to take ownership of complex projects and have the ability to see them through to successful delivery.To succeed in this role, youll be:Exceptionally organised, commercially aware, and forward-thinkingExperienced in people leadership, with a proven track record of motivating and developing othersComfortable working across teams and departments to deliver improvementsAn effective communicator who can navigate both the positives and the more challenging aspects of changeExperience in client or third-party management would be an advantageKnowledge, Skills & ExperienceProven experience in team leadership with strong resultsAble to manage multiple workstreams and deliver projects with autonomyStrong commercial and analytical thinkingHigh attention to detail and strong problem-solving abilitySkilled in Excel & Salesforce or similar systemsExcellent planning, organisational, and communication skillsAble to perform under pressure and meet agreed KPIs/project deadlinesExperience liaising with regulators and third-party providersKnowledge of the energy industry is highly desirableBehaviours We ValueA strong leader and collaborative team playerHigh emotional intelligence, able to adapt leadership styles to bring out the best in othersOrganised and methodical, with strong prioritisation skillsOpen, flexible, and adaptable to changeCreative, innovative, and solutions-focusedCommitted to continuous improvement and personal developmentEngaging, positive and constructive communicatorFlexibility StatementDue to the fast-moving nature of our business, you may occasionally be asked to take on responsibilities outside your initial remit. This flexibility allows us to continuously evolve and ensures our teams can make the biggest impact in a changing environment.Ready to Lead the Charge?If youre excited by the opportunity to lead a high-impact team and shape the future of our B2B onboarding, wed love to hear from you. Join us on our journey and help us deliver service excellence, smarter processes, and real change in the energy sector.Apply now and be part of something powerful.About UsWhat's in it for you...Healthcare plan, life assurance and generous pension contributionVolunteering DayHybrid WorkingVarious company discounts (including shops, gyms, days out and events)Holiday of 25 days (plus bank holidays) & ability to buy/sell daysCycle to work scheme, car pooling and onsite parking availableAs a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.Flexibility statementThe fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.Ecotricity is an equal opportunities employer and is committed to providing equality for all.

Created: 2025-07-06