Regional Customer Service Support Controller

3 weeks ago

Tyne and Wear, United Kingdom Northern Powergrid Full time

**Do you want to help power your career and be part of an evolving energy industry?**

We have new, exciting and rewarding opportunities for Customer Service professionals to work in one of our regional teams, based in the North East (Northumberland, County Durham and Tyne & Wear), North Yorkshire, West Yorkshire and South Yorkshire, as a Regional Customer Service Support Controller.

The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the North East, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the regions needs now and in the future.

If you can provide inspirational leadership, enthusiasm and are able to deliver outstanding customer service, we will support you with the rest. Our Regional Customer Service Support Controller’s are at the very heart of our business - they really are Team Powergrid

This is a brand new and important role in our structure. We are looking for people who are passionate about developing their team and have a ‘Customer First’ mindset. Your team will provide a professional and quality service to external and internal customers as we strive to be the best and continually deliver a 10 out of 10 experience.

**What you would be responsible for**:

- Constructively challenging the ‘status quo’; looking for ways to do things more effectively, better and to a higher standard.
- Providing inspirational leadership and direction to your team whilst ensuring working practices and standards are aligned to the Regional Customer Service Support model.
- Nurturing and developing team members ensuring they are skilled and proficient on the tasks they are responsible for, delivering a 10 out of 10 service.
- Driving and embedding change across the team, delivering better outcomes for external and internal customers.
- Leading the coordination and delivery of back office support processes in Field Operations, whilst acting as point of contact for escalated issues. Ensuring SLAs are met and activities are completed right first time.
- Working collaboratively with colleagues in other Regions ensuring best practice is followed and resource is shared where required.
- Supporting customers as required, including visiting customers on site if needed.
- Deputising for your Customer Service Manager and other Regional Customer Service Support Controllers as required.

**What’s in it for you**:

- Starting salary: £30,149 with progression to £34,953
- Enrolment in our pension scheme with a generous company contribution
- 25 days annual leave entitlement plus Bank Holiday entitlement. Holidays increasing with length of service
- Fully supported and structured training programme
- Opportunities for further development and growth once in the business
- The ability to volunteer and be a force for good in your region

**Why choose Northern Powergrid?**
- One of the largest employers in the North East and Yorkshire
- Make a difference and support customers within your community
- Be actively involved in your regions’ journey to net zero
- To provide support to local and vulnerable customers in your region
- We have committed to a growth strategy of an additional 1,000 roles over the next five years

**Does this sound like you?**
- Experiencing in leading and inspiring teams whilst delivering against a range of SLAs
- Experience in delivering change, improving processes and creating sustainable efficiencies
- Excellent organisational and time management skills
- Confident in communicating with customers
- A strong team player who supports internal colleagues
- Resilient and solution focussed
- Ability to work in a fast paced dynamic environment
- Attention to detail - an ability to work accurately in line with set policies and procedures and able to identify when a variation is needed and escalate accordingly
- Flexible to support our customers when needed

**Vacancies are available in the following locations;**
- Shiremoor/Penshaw
- Northallerton/Dunnington
- Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010._

**Job Types**: Full-time, Permanent

**Salary**: From £30,149.00 per year

**Benefits**:

- Company pension
- On-site parking

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Tyne and Wear: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (required)

Work Location: One location

Application deadline: 17/04/2023
Expected start date: 12/06/2023

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