Account Resolutions Team Leader; Remote

This is a remote role; however, it is essential that you reside in Northern Ireland to meet the requirements of the position.

Our Rewards;

💸 Annual bonus of up to 10%

💳 Annual Cost of Living Review

✈️ 23-25 Days Holiday per year + 11 stats and opportunity to buy more holidays

👪Family Friendly Policies

👶 Enhanced Maternity and Paternity Pay

Reporting to the Payment & Accounts Resolution Manager, the successful candidate will work as part of the Payment & Accounts Resolution team, managing a fully remote team multi-skilled over Power NI and Energia.

The Team Leader will be responsible for ensuring excellent customer service is delivered to all residential customers in arrears, managing complex queries, reducing bad debt provisions for the company, leading a fast paced driven team through change & ensuring processes are fully compliant with regulation in ROI & NI.

The Team Leader will lead a team of Payment & Account Specialists towards meeting all their objectives/KPIs including all bad debt to sales targets, department KPI’s, quality targets, staffing levels, level 1 complaints and all compliance processes.

• 2 years of experience in a customer service role.
• Previous experience of managing a team of people to deliver against set KPIs.
• Excellent written and verbal communication skills.
• Managing performance and people.
• Self-motivated & driven.
• Proficiency in Microsoft Outlook and multi-channel communications.

If you are enthusiastic about this role but don’t meet every single requirement, we still encourage you to apply. Your past experiences might be the perfect match for this or other positions, making you the unique talent we’re looking for.

🚀 Career Progression and Development - Almost 100% of our promotions are from within the organisation

❤️ Wellbeing Fund - to be used towards anything that energises you from Gym membership to Reflexology

🏈Sports and 🎤Social Club

🌏Green Team

👏 Volunteering days and more

• We’re proud that 87% of our employees would recommend us as a great place to work. It’s more than just a job—it’s a place where people genuinely enjoy belonging to a committed and supportive team.
• Our values—Trustworthy, Dynamic, Resourceful, and Community-Focused—aren’t just words, they guide how we work every day.
• We’re dedicated to helping you learn, grow and develop, offering learning opportunities, mentoring, and professional support to help you reach your goals.
• You’ll also enjoy some great benefits, like an annual bonus of up to 10%, our award-winning wellbeing programme, a ‘Wellbeing Fund’ you can spend on whatever recharges you, access to counselling, initiatives to reward long service, plus a generous holiday package with the option to add more days, health cash plans, and fun sports and social clubs.