Team Manager

Team Manager

North Cheshire Trading Estate, Prenton Way, Birkenhead, Prenton CH43 3ET

Salary: £39,240 per annum plus excellent benefits.

Office based – limited public transport access.

Closing Date: 2 May 2024

Help us create a better future, quicker

SP Energy Networks (SPEN) plays a vital role in ensuring we keep up with the evolving way our customers and communities generate, consume, and interact with energy through the provision of services that are crucial to the delivery of the Government’s ambitious Net Zero and Low Carbon targets.

This means that our Distribution Call Centre (DCC) is vital in the transition to NetZero. This is where our customers report network faults and supply issues meaning that you will be managing the first point of contact for these customers. From inbound calls, to emails, to social media - we want to make it easy for our customers to get in touch.

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. And most important of all, we want to deliver a first-class customer experience while we do it!

This position has a rotational shift pattern comprised of 4 shifts with start and finish times between 7am and midnight, and involves 1 weekend shift each week (rotates between Saturday & Sunday).

What you’ll be doing

As a part of the transition to Net Zero we are prioritising our customers. As a DDC Team Manager you will prioritise customer satisfaction and deliver a service that exceeds expectations through effective leadership and mentoring and coaching of colleagues.

Additionally, you will ensure that regulatory commitments are achieved whilst adhering to internal and external compliance standards, regulations and policies.

This will involve;

• Managing (face to face and virtually) call centre agents located in both Glasgow and Prenton offices to deliver exceptional Customer Service.




• Co-ordinate inbound service levels to maximise agent availability to answer calls in alignment within our regulatory standards and customer service commitments.




• Oversee outbound customers contacts via multiple channels to deliver prompt and accurate information to our customers. 




• Provide regular support and guidance to your team through direct feedback, as well as coaching and motivating team members to ensure optimal performance.  




• Lead a collaborative and agile department that encourages staff development, creativity, and innovation.




• Support our department in all aspects of change management.




• Ongoing quality monitoring of performance implementing coaching plans where appropriate.




• Ensure colleagues receive all relevant training and are able to provide a first-class service for all customer enquiries.




• Closely collaborate with colleagues and other departments to ensure team members have the relevant information available to them in the event of an emergency call handling.




• Being proactive and flexible in during exceptional events e.g. storms.




• Manage HR process in line with company policy, such as performance and absence management.

What you’ll bring

The postholder will be a strong communicator (written and verbal), have good planning and organising capabilities and be able to effectively lead and motivate their team. They will have good influencing and collaborative skills as well as excellent customer service skills to exceed expectations.

It is essential that the individual has excellent communication and interpersonal skills and the ability to remain calm, customer focused and act decisively in fast changing circumstances.

To be successful, you will have:

• Previous experience working in a Customer Service Contact Centre 




• Demonstrable Team Leader/Manager experience 




• The ability to coach, train and mentor staff at all levels 




• Computer literacy, including strong knowledge of key Microsoft Office packages (Excel, Access, PowerPoint) 




• Adaptability to new systems




• Flexible approach to working hours as part of Emergency operations 

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

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to *******@scottishpower.com.

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT 

Advert will close at 23:59 GMT the day before Job Posting End Date below