Team Leader

Overview

In this role you guide and develop a high-performing customer service team in a fast-paced setting. You coach, mentor, and drive improvements using data and customer insight to deliver excellent outcomes for customers and colleagues. You’ll collaborate with stakeholders to resolve issues, foster a compliant, supportive culture, and act as an escalation point for complex inquiries. This role offers the chance to shape customer experience and team capability within a growing energy network.

Pay / Benefits

• 36 days annual leave
• pension scheme with 10% company contribution
• share schemes
• private medical insurance options
• life assurance (4x salary)
• Cycle to Work Scheme

Responsibilities

• Lead, motivate and develop a customer service team to perform at a high level
• Coach, QA, and conduct development conversations to support outcomes
• Leverage customer feedback, data and metrics to drive improvements
• Collaborate with stakeholders to resolve issues and enhance processes
• Ensure compliance with policies and service standards
• Escalation point for complex enquiries and complaints to maintain quality
• Support continuous improvement and change initiatives

Key requirements

• Experience leading teams in a customer service, contact centre or operational environment
• Strong coaching mindset and passion for developing people
• Excellent communication and relationship-building skills
• Strong stakeholder management and collaboration abilities
• Effective decision-making and problem-solving capability
• Data-driven approach and ability to manage competing priorities in a fast-paced setting
• Resilience and adaptability; commitment to continuous improvement
• Knowledge or experience in the Energy Networks industry is advantageous
• coaching mindset
• communication
• relationship-building
• data analysis
• quality assurance
• use of performance metrics to drive improvements

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