Customer Services
Customer Services Trainer and Quality Lead Customer Services
About us…
BoilerJuice is an established and profitable UK platform business that connects customers whose homes are oil-heated with suppliers of oil. We keep our customers warm while saving them time and money and we provide a source of cost-effective, easy to process orders to the dealers we work with. We’re backed by Livingbridge, a leading Private-Equity fund, and investing to grow the business in the UK and beyond; with our key focus on growing our business in the USA.
We’re ambitious innovators helping a highly expert but generally low-tech supply chain to deliver better services to consumers; using automation and our digital expertise to improve their economics. We recently launched our “Connected” proposition, using IoT smart meters to make being on oil as easy and convenient as being connected to the gas grid.
Although our customers depend on oil for their heating, we are aware of the opportunities and challenges of reducing carbon dependency. Connected includes a unique “Green” option that uses UK-based certified tree-planting to offset emissions. Through the data we get from metered customers, we can identify the specific customers for whom there is a compelling case for investing in energy-saving, either by improving insulation, boiler-replacement or switching to a new form of heating like heat-pumps. Whilst we’re optimistic about low-carbon technologies replacing oil, we’re also realistic – people using oil are often living in older, less energy-efficient houses than people on-grid and the cost-benefit equation only works for a small subset right now. The technology is improving rapidly and we will recommend it to customers as and when it makes practical and economic sense for them.
About you…
We are looking for a charismatic and organised Customer Services Trainer and Quality Lead who has a passion for developing people so we can continue building on our excellent customer service and deliver even better customer experiences. Our business and team are growing at a fast pace which makes developing effective training and quality measures imperative in retaining our excellent NPS. Our Connected subscription service continues to be popular and working with our Connected Operations Manager to upskill our Agents to deliver an exceptional service to our most valuable customers. Growth in the US means this is a key strategic focus for 2021 and defining US-specific training to roll out as we scale will help better support US customers. Our team also houses a lot of exceptional talent that we are keen to develop to open the possibility of improved succession planning and promotion from within.
Although the market we serve is straightforward to describe, there is much complexity “under the hood” and our success depends on having a deep understanding of the needs and behaviours of multiple segments of customers and suppliers. With over 15 years’ experience in the market, there is plenty of knowledge to draw on within the existing team – your role will be to draw it all together to make sure we use our resources to maximum effect.
Boilerjuice is a fast-paced environment that encourages a dynamic approach, testing ideas and considered risk-taking.
In this role, you will…
- Be/Become a Subject Matter Expert in all customer-related queries across Customer Services, Connected and My Boiler Service
- Keep fully up to date with any service, process and policy changes that directly impact ‘front-line’ customer operations
- Develop and execute a comprehensive ‘Street to Seat’ onboarding programme for all Customer Services, Connected and MBS new hires with a focus on reducing the time taken to train Agents to proficient level
- Provide ongoing training, coaching and development to all Customer Service, Connected and MBS Agents
- Work with the Customer Service Manager, Connected Operations Manager and Team Leaders to:
- Build and maintain a training matrix to identify all areas an Agent requires training and coaching and to identify any needs and gaps
- Define knowledge and skills required for Agents to be determined as Novice, Proficient and Expert
- Develop a clear training plan and roadmap across the teams focused on both the biggest training needs and working towards getting Agents to ‘expert’ level
- Clear guide as to who is best to deliver what training
- Define and build a methodology that enables the consistent measurement of quality standards across the teams and all channels (phone, chat, email…etc.) with monthly feedback provided to every Agent
- Build and deliver relevant and engaging training modules and refreshers using different mediums (online, face to face, external…etc.) to keep team knowledge up-to-date
- Develop coaching best practice and train Managers and Team Leaders on the best ways to provide constructive feedback
- Identify opportunities to build knowledge into the Customer Operations systems to help reduce Agent’s cognitive load and reduce time to train
- Work with Customer Service Manager and Data Analyst to
- Ensure adequate training hours built into the workforce planning forecasts with ongoing monitoring of how many training hours each Agent has had
- Develop and measure success criteria to show the effectiveness of the training
Your success will be measured by…
- Reduction in ‘street to seat’ training time from ~6 weeks to 3 weeks by October 2021
- Keeping customer NPS >75 each month
- Improvement in Employee NPS feedback relating to training and development in each quarterly survey
- Development plans in place for the whole of Customer Operations by end of April 2021
- Quality frameworks benchmarked by June 2021 and improved upon each month thereafter
- 75% of the team defined as ‘Expert’ Agents by November 2021
- 15% reduction in Agent handle time across all proficiency levels by March 2022
You’ll definitely have…
- Experience of working in a busy multi-channel contact centre
- Experience of designing and delivering training to Customer Service Agents
- Strong presentation skills
- Flexibility and creativity with an ability to design engaging training material
- Good organisational skills and be able to prioritise workload and plan training sessions effectively
- Ability to use Excel for basic analysis and to confidently request, use and interpret data
- Ability to have difficult conversations
- Strong communication skills with an ability to communicate effectively managers, team leaders and Agents
Nice to have…
- Understanding of different learning styles and learning trends
- Experience of giving performance-related feedback
- Good influencing skills
The reward…
- Salary: Dependent upon experience
- Bonus: Up to 10% of your salary
- Healthcare: AXA Private Medical Insurance (on completion of probation)
- Pension: Company and personal contribution (on completion of probation)
- Holiday: 25 days per annum
- Gym: Subsidised gym membership plus free virtual classes
- Insurance: 4 x salary life insurance (on completion of probation)
- Perks at Work savings and discount website
- Free weekly bootcamp and Yoga virtual classes
Location…
This role will be based from home initially, with the potential requirement to attend our office in St Ives, Cambridgeshire one or two days a week when restrictions are lifted.
Apply…
- To apply for the role please send your CV and a covering letter to jobs@boilerjuice.com
All applicants must have the right to work in the UK.
