Contact Centre Team Leader

ENWL -
Preston

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Job details

£35,000 - £45,000 a year
8 days ago

Benefits

Annual leave
Company pension
Employee assistance programme
Private medical insurance
Employee discount

Qualifications

Customer service
Leadership
Communication skills
A Level

Full job description

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and ScottishPower group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

The role: Contact Centre Team Leader

In the Contact Centre Team leader role, you can expect to:

Manage a team to exceed performance expectations through engagement and personal development
Develop an effective contact framework to support the agents across multiple sites
Ensure delivery of excellent customer service through regular coaching and feedback
Manage the day-to-day contact centre processes to ensure all deliverables align with business processes
Coach and develop your team that supports their continuous development by creating a culture of high engagement through leading by example.

To apply for this Customer Centre Team Leader role, you will need:

A level or equivalent
Proven leadership experience in a contact centre environment.
Demonstrate leadership skills and proven ability to develop a team to drive personal and business growth.
Excellent customer service and communication skills.
Strong planning and organising skill
Strong data and Analytical thinking linked to the look for trends

In return for your dedication, collaboration and commitment, you'll receive a generous salary of £35,000.00 - £45,000.00 DOE and a benefits package, joining a welcoming and inclusive culture. We are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:

An annual bonus scheme
Twenty-five days annual leave increasing with length of service
Private healthcare
An employee rewards portal offering discounts on several well-known brands
A market-leading contributory pension scheme
Employee assistance programme and opportunity for professional development through our L&D function.

If successful in your application, Electricity North West will require as part of the offer process to complete a pre-employment checks. Any unconditional offer of employment with Electricity North West is subject to satisfactory checks. For this role the checks will be a Disclosure and Barring Service (DBS) check and drug and alcohol test.

We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable.

We reserve the right to close this vacancy early.

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