Head of Customer Service
E.ON Sverige AB / Chefsjobb / Malmö
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hela Sverige The energy industry is changing, now, and E.ON is driving the change to electrify our society; our employees and customers are the heartbeat in this and the ones making it happen!
E.ON Kundsupport Sverige AB
What are we looking for
The energy industry is changing, now, and E.ON is driving the change to electrify our society; our employees and customers are the heartbeat in this and the ones making it happen! You can be at the forefront of the energy transition as Head of our Customer Service.
To lead our customer service center and our call centers we are now looking for a new colleague that will take on the role as Head of Customer Service. You will lead a department of approximately 175 employees (3 locations in Sweden), who all are working with direct customer contact. The teams that you will be leading are all professionals, they love their work and enjoy delivering a smile to our customers!
An absolute top priority for E.ON is to deliver an excellent customer service! Therefor our communication with customers' needs to be crystal clear, every time. In case customers have questions or remarks, they need to have an accurate and fast answer via their own desired channel (phone, chat, or in the app). The market is changing and so is the customers expectations. To meet this, you need to like to work and take decisions in a dynamic environment which is changing fast. It's important for the leader of this organization to have execution power and endurance to realize changes/improvements while at the same time develop and empower your employees.
You are responsible for our first line customer contact for all E.ON customers in Sweden, including grid, heating, solar, e-mobility, power and gas customers. To successfully lead and deliver in this role where you have many different stakeholders to work with, you need to be a team player who builds productive relationships with direct reports, colleagues, external partners, and customers. You will be responsible for providing an excellent service and cross and upselling to customers. Since you work so closely to our customer you need to be passionate about customer contact and delivering an excellent experience.
Customer satisfaction is the key objective, but on top you will have the following transition challenges,
* To digitalize services (this is increasingly the preferred channel of customers)
* To cooperate will all parts within E.ON in order to improve the customer journey / customer experience
* To drive continuous improvement (lean philosophy) and create a learning organization
Who are you?
You have experience in leading larger (operational) organizational units, change management, operational excellence and you see this opportunity as the right step in your career. You are a confident leader who is used to motivating, inspiring and leading employees with a clear purpose. Through your commitment, we believe that you will lead your team towards success.
Experience
* Min 7 years of leadership experience, of which partly in a customer care environment
* Experience in leading (larger) operational teams preferably leading other leaders before
* Preferably experience with continuous improvement and/or lean management systems
Qualifications
* University degree (or other proof of conceptual thinking)
* Good communication skills
* Fluent in Swedish and English
You will report to Klaas de Gier, Managing Director - E.ON Energilösningar and E.ON Kundsupport, and you will be part of his management team. His expectations on you are that you are passionate about customer care and improving this every day. You will have a large responsibility to our customers, and you need to provide a safe, engaging, challenging, and rewarding environment to work in. You strive to work efficiently, with lean thinking and always with the customer in mind. Klaas looks forward to a close collaboration where you have an honest and direct dialogue.
The leadership team of which you will be part of has a positive attitude and sees work as fun, even when its challenging. The team has a focus on delivering what we promise to our customers, and to take responsibility to develop and contribute the overall E.ON Nordic strategy. To contribute to this team, you have a genuine interest in changing a business to work more simplified and doing this with a positive attitude. We believe that you are constantly developing yourself and that you want to be a role model for employees to do the same.
We accept applications in English.
Do you have questions?
For further information please contact:
Klaas de Gier
Managing Director - E.ON Energilösningar and E.ON Kundsupport
• 46 730 440917
Linda Persson
Manager Talent Acquisition & Development
• 46 76 142 25 16
Are you already convinced that this is the next step in your career? If yes, we would be happy if you would register and apply online as Head of Customer Service (ID 216132).
What you need to know:
Location: Malmö
Closing Date: 07/05/2023
Welcome with your application!
Ersättning Undefined
Så ansöker du Sista dag att ansöka är 2023-05-07
Klicka på denna länk för att göra din ansökan Arbetsgivarens referens Arbetsgivarens referens för detta jobb är "216132-41531008".
Omfattning Detta är ett heltidsjobb.
Arbetsgivare E.On Sverige AB (org.nr 556006-8420),
http://www.eon.com Arbetsplats E.ON
Kontakt Linda Persson
+46 76 142 25 16 Jobbnummer 7687464
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