Team Leader Glasgow, Scotland
Job description
Help us create a better future, quicker
Our SP Energy Networks Distribution Call Centre is the first point of contact for calls from customers and stakeholders reporting network faults and supply issues. As a Team Leader within the Distribution Call Centre (DCC), you’ll be responsible for managing all aspects of the DCC, from supporting and managing employees to solving complex problems. And it’s your role to make sure that we always keep our customers at the heart of what we do!
With our business at the mercy of big events such as storms, it’s vital that we log calls and faults to ensure that our customer issues are dealt with quickly, efficiently and effectively regardless. You’ll excel at motivating others, supporting your team of DCC agents to consistently achieve and maintain outstanding standards of customer service for all our customers.
What you’ll be doing
A proven leader, you’ll support your team of DCC agents to deliver excellent customer service through regular mentoring and coaching. And you’ll recognise that it’s vital that we understand the importance of our customer needs, as well as exceeding performance KPI's and regulatory requirements.
Bringing your energy and passion for customer care, you’ll support your team, ensuring your agents demonstrate empathy, take ownership of challenges and solve those complex problems. Working alongside your team, you’ll monitor and support your agents so they’re always striving to understand our customer needs and deliver the best customer service possible. And with your guidance, your team will recognise the importance of listening carefully to the customer, to get to the heart of the problem, allowing them to provide the right solution as quickly as possible.
This on-site role offers a shift pattern which includes regular weekend working on both Friday and Saturday with Sunday and Monday as rest days, as well as early and late starts. So whether you’re looking for a non-traditional working week to support your work life balance, you value job security or you’ve got longer-term ambitions to progress your career, this is an interesting role to kick start your career at SP Energy Networks. And if you’re keen to progress, we offer excellent learning and development opportunities for people with ambition and drive.
What you’ll bring
You’ll have previous experience working as a Team Leader / Manager in a Customer Service Contact Centre. And this insight into busy call centre life will have ignited your passion for delivering excellent customer service and inspire you to help others do the same. With strong leadership and motivational skills, you’ll be confident and experienced delivering coaching, training and mentoring colleagues at all levels of ability.
This is a fast-paced environment, with unique and interesting challenges, so you’ll need to be composed, remain focused and act decisively to meet our ever-changing customer needs. And because we’re an Emergency Call Centre, you’ll need to take a flexible approach to working hours. We’re always on hand to support our customers, and during big events such as storms, our phone lines are buzzing. We need everyone to pitch in, making sure that faults are logged immediately, and as a Team Leader, you’ll play a crucial role supporting your agents to make sure that customer services standards remain high, despite the crisis.
What’s in it for you
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.
At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:
- 36 days annual leave
- Holiday purchase – perfect your work/life balance with extra annual leave
- Share Incentive Plan and Sharesave Scheme
- Payroll giving and charity matched funding
- Technology Vouchers – save more and spread the cost of your technology purposes
- Count us in – pledge to reduce carbon emissions and help fight climate change
- Electric Vehicle Schemes – to help you transition to green/clean driving
- Cycle to Work scheme and public transport season ticket loans
- Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
- Life Assurance (4x salary)
- Access to ‘nudge’ financial wellbeing support
- Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
Job Types: Full-time, Permanent
Salary: From £37,381.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free or subsidised travel
- Gym membership
- Life insurance
- Private dental insurance
- Private medical insurance
- Profit sharing
- Referral programme
- Sick pay
- Store discount
- Wellness programme
Work Location: One location
