Jobsxl | Total Jobs Online

Technical Support Team Leader (Energy Storage Systems)

Location: GivEnergy Head Office in Newcastle-under-Lyme, Staffordshire, ST5 9HX

Job Type: Permanent, 37.5 hours per week, Monday – Friday with shift times falling between 8am – 6pm (plus optional overtime available on Saturdays)

Salary: Competitive (plus performance bonus)

Are you looking to bring your team management expertise to a new, exciting role in the thriving world of renewable energy? GivEnergy need you to help us lead our technical support team to deliver exceptional service at every interaction to our product installers and end-users.

If you are highly organised, technically minded and enjoy high-volume ticket resolution, this could be the perfect opportunity for you to join us in Empowering Energy Freedom For All!

About Us

GivEnergy are Britain’s marketing leading manufacturer of domestic & commercial energy storage solutions. We specialise in smart, internet connected inverters and battery systems that allow our customers to store their renewable/cheap-rate energy for any-time consumption.

Our products drive huge energy savings for our customer, while giving them the tools to reduce their carbon footprint though renewable storage, minimising peak grid demand and allowing them to use cheaper, greener energy at any time of day.

What You’ll Be Doing

Reporting to our Service Delivery Manager, you will be managing the daily operations of one of our technical support teams, including managing call queues, live chat, and email queries. You’ll continuously monitor live interaction activity using wallboards/dashboards to ensure consistency of service and customer excellence. You’ll also be responsible for reviewing daily agent performance stats (both qualitative and quantitative), driving improvements to productivity and overall improvements to service.

Key Accountabilities Include:

· Lead, mentor, and motivate the technical support team to achieve performance targets and deliver exceptional customer service.

· Monitor live activity using wallboards, make dynamic adjustments, and review daily agent performance stats. Providing reports where required.

· Support the senior agent with managing technical queries and escalations. As well as resolving escalated complaints and other non-tech queries.

· Work with L&D to identify training needs and facilitate team development through training programs and documentation.

· Ensure seamless communication and coordination with other departments.

· Conduct regular meetings with the team to ensure consistent communication and clear expectations of performance.

What We’re Looking For

· 2+ years’ experience of leading a team in a busy technical support or customer service setting.

· Strong leadership skills to guide your team to achieve SLA’s.

· Confident user of IT systems, software and diagnostics.

· Demonstrated commitment to delivering exceptional customer service and improving customer satisfaction.

· Excellent problem-solving and communication skills, with the ability to build and maintain strong relationships.

· Good analytical and organisational skills; with the ability to make dynamic decisions, understand and interpret data and manage multiple tasks, while still ensuring operational consistency.

· Experience with a CRM, ticketing or accounting tool would be advantageous.

· Good knowledge of renewable technologies (knowledge of GivEnergy systems would be advantageous).

Why Work With Us?

· KPI & performance-based bonus scheme.

· Be part of a fast-growing, innovative company at the forefront of the renewable energy sector.

· Work with a dynamic and supportive team committed to sustainability and excellence.

· Competitive salary, performance-based incentives, and opportunities for professional development.

· The chance to make a meaningful impact by supporting installers in driving the UK’s transition to clean energy.

· Cycle To Work and EV Schemes./p>

· Reduced rate vehicle charging at our Head Office.

· Celebrate your birthday with an additional paid day off.

Terms apply

At GivEnergy, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.

We welcome applications from candidates of all backgrounds, including minorities, women, individuals with disabilities, LGBTQ+ individuals, and veterans.

We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive.

Agencies: Please note that we do not require agency support at this time. Anything received will be treated as a gift.

Job Types: Full-time, Permanent

Additional pay:

• Bonus scheme

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Longport ST5 9HX: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Will you now or in the future require sponsorship for employment visa status?
• What are your salary expectations?

Experience:

• team leading: 2 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person