Team Senior

2 months ago

Ipswich, United Kingdom Drax Group Full time

**Team Senior**

**Ipswich/hybrid**

**About the role**

This is an opportunity to support people’s knowledge and help them with the career development. You’ll be responsible for upskilling and developing our customer service advisors, utilising skills such as coaching, training and maintaining Best Practice Documents (BPD). You’ll drive highly competent professionals who operate at maximum productivity and performance, managing people through change, whilst delivering excellent customer service.
- Communication will be key, conducting daily coaching and mentoring sessions, utilising various methods such as side by side and remote call listening along with group and off the floor coaching session. You’ll act as a role model, senior advisor and process expert for the CSAs and share technical knowledge through structured and informal methods.
- You’ll create effective professional relationships with key stakeholders across the business and externally, working closely with colleagues to share best practice and create awareness of departmental issues throughout the business.
- Delivering high levels of compliance with business, industry and departmental policies and regulations, you’ll have a strong understanding of the operations pathways to provide advice to other members of the team and confidently and appropriately challenge the delivery when necessary to drive effective working and excellence customer experience.
- **About you**

Experience working in a customer orientated environment is a must, as is extensive knowledge of the electricity industry and the regulatory requirements.
- You’ll be able to listen effectively and respond appropriately to requests for information and assistance, in a plain and easily understandable style, and able to utilise different communication and training styles appropriate for the task and individuals.
- A focus on developing people, you’ll be confident in providing constructive feedback and have an enthusiasm for supporting people in their development.
- You’ll be highly organised with a flexible and adaptable approach, shriving in a frequently changing environment.
- **About Drax**

Drax Group is a UK-based renewable energy company engaged in renewable power generation, the production of sustainable biomass and the sale of renewable electricity to businesses, playing a vital role in helping change the way we generate, supply and use energy.
- At Drax we’re at our best when we help each other achieve the things that are important to each of us. We are committed to our employees career goals, supporting self-development in the role and wider business.

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