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Customer Service Team Leader – Leicester

Salary £31,500 + Annual Bonus

At British Gas, we have one of the best-known services brands in the country (with 95% brand awareness). We have a family of door-opening brands that are the envy of many, and we’re really excited about the future.

Why? Because we’re evolving to become a truly purpose-led organisation, helping customers to live more sustainably, simply, and affordably.

We have an exciting opportunity for a Team Leader to join us and be responsible for creating a highly motivated and engaged team who deliver brilliant service to our customers.

You will need to ensure that you drive performance in your team against key performance metrics, be passionate about making sure team engagement is at the top of your priorities and be comfortable in using data to make decisions which improve customer, colleague, and commercial performance.

We’re looking for people who can work flexibly from home but commute to our Leicester office at least once a week after your training period. This may change subject to business requirements so please make sure your commute is manageable and fits in with your Work Life Balance. We’ll supply all your IT equipment- you’ll just need a desk, a comfortable chair and a stable internet connection.

Here’s our address:

British Gas Business
Spinneyside
Penman Way
Grove Park
Leicester
LE19 1SZ

You’ll be leading a team of agents with mixed lengths of tenure, so creating a culture in which they can all grow through motivating, coaching, and supporting them will be critical.

Key Accountabilities:

• The primary role is to lead, develop and coach multiskilled colleagues to deliver service excellence and improve customer outcomes
• Responsible for prioritising the engagement and wellbeing of your team whilst driving improved performance
• Be held accountable for your team’s performance against plan, being able to articulate any out of tolerance metrics and plan for improvement
• Lead and develop your team, setting clear objectives and targets to forge a high performing team that consistently delivers an excellent customer experience with every interaction, across every contact channel
• Demonstrate positive agility to work across different workstreams and support multi-skilled capability to meet changing customer demand type, promoting a digital first culture
• Build a culture of continuous improvement, ensuring that feedback loops are in place to enable us to drive a better experience for our customers
• Ensure customer interactions meet our quality, legal and regs requirements
• Can quickly understand and translate key business messages to the team, ensuring a focus on ‘how’, accountable for the embedding of change and delivery against this
• Create a culture that is focused on the customer and prioritises employee engagement
• Effectively use data and insight to make decisions which improve the performance of your team for the customer, and the business
• Ability to work as part of a team, sharing best practice, knowledge, resource, and ideas

To succeed in this role, you should:

• Be resilient, positive and motivated in a fast-paced, ever-changing environment
• Always strive to do better for our customers, challenging the status quo
• Demonstrate a results-driven attitude with a solution focus
• Be able to interpret MI and create actionable insights
• Be adaptable to change, curious and flexible with a growth mindset with an ongoing commitment to learning and self-improvement
• Possess great coaching skills with a proven track record of success
• Be able to plan and prioritise enabling delivery of targets to exceed our customer expectations
• Have the ability to effectively prioritise and plan accordingly
• Demonstrate positivity and enthusiasm about new and/or challenging tasks

Work Experience & Skills required:

• Brilliant coaching skills as well as a good analytical background, being able to translate data into improvement deliverables and coaching plans
• Computer literacy and competence in Microsoft Office (including Teams, Word and Excel), Power BI, SAP CRM and ISU, and Workday (ideally)
• Demonstrate experience in prioritising a multitude of conflicting priorities, generating success
• Experience in a pressured environment, with great time management and organisational skills
• Able to demonstrate how to balance customer and commercial outcomes
• Comfortable working with ambiguity
• A good understanding in HR policies and procedures, or at least a desire to learn

What you can expect in return:

As you’d expect from a company like ours a generous salary is just the start! We offer a great pension & bonus scheme and 25 days holiday (plus bank hols).

In addition, we offer a whole host of benefits to suit your lifestyle and wellbeing including Private Healthcare (which you can extend to immediate family), Online GP24 virtual service, Eye test voucher, Group Income Protection, Life Assurance & Accident Insurance plus much more!

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.