Team Leader- Customer Service

1 month ago

Leicester, United Kingdom Centrica Full time

The primary role is to lead, develop and coach a group of Customer Resolution Agents to deliver service excellence. We are looking for someone that will create a culture focused on the customer and prioritises employee engagement.

**Working Conditions Flexible**

**12 Month Secondment**

**_ Flexible Working_** - Subject to request

**_ Physical Demand_** - None

**_ Work Environment_** - Home/Office UK based (Any Location)

**_ Travel Requirements_** - Travel may be required to other Centrica locations, or external sites for meetings, working sessions, stakeholder management etc

**The accountabilities of the role**
- Be held accountable for your team’s performance against plan, being able to articulate any out of tolerance metrics and plan for improvement
- Responsible for continuously improving the performance of your team through coaching, 1-2-1's, quarterly reviews, PDP discussions and performance improvement plans
- Excellent coaching skills (both verbally and written) in order to conduct relevant QA and compliance assessments against a set framework, capturing required information for audit purposes
- Able to prioritise KPIs, translating them into specific deliverables
- Effectively use data and reporting to make decisions which improve performance of your team for the customer, and the business
- Identify common themes driving demand or impacts to the customer journey through data and / or insight from coaching
- Increase efficiency of your team, prevent repeat contact and prevent escalations through effective coaching, and performance management
- Have a proactive approach on problem solving, manage reoccurring behaviours and highlight themes to the leadership population
- To manage and improve team attendance in line with business requirements
- Demonstrate positive agility to work across different workstreams and support multi-skilled capability to meet changing customer demand type
- Identify and manage operational risks, escalating as appropriate
- Ability to work as part of a team, sharing best practice, knowledge, resource and ideas
- Can quickly understand and translate key business messages to the team, ensuring a focus on ‘how’, accountable for the embedding of change and delivery against this
- Thrive within ambiguity, taking decisive action and learn from mistakes
- Ensure the team understand and adhere to the company and department standards, policies and procedures
- Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role

**The person we are looking for**
- Great coaching skills with a proven track record of success
- Able to plan and prioritise enabling delivery of targets and to exceed our customer expectations
- Understanding on what makes a great customer service journey and is able to formulate plans for a team to deliver against this
- Ability to manipulate data into actions & output
- Effective communication to engage stakeholders, ensuring regular feedback to operational teams at all levels where required
- Ability to run and lead large huddles to effectively communicate and deliver messages
- Adaptable to change, and flexible with a growth mindset with an ongoing commitment to learning and self-improvement
- Lead by example, ensuring that teams operate in line with the British Gas approach and values, role model behaviours to support health, wellbeing, safety and the environment
- Demonstrates a results-driven attitude
- Able to make commercially astute decisions on behalf of the business to resolve customer contact as effectively and efficiently as possible
- Demonstrates a hands-on approach to problem solving; identifying issues and using initiative and available resources to generate solutions

**Work Experience**
- Exceptional communication and coaching skills, including the ability to hold and document a difficult conversation
- A good analytical background, being able to translate data into improvement deliverables and coaching plans
- Computer literacy and competence in Microsoft Office (including Teams, Word and Excel), Power BI, SAP CRM and ISU, and Workday.
- Demonstrate experience in prioritising a multitude of conflicting priorities, generating success
- Experience of working across a wide group of stakeholders
- Experience in a pressured environment, with great time management and organisational skills
- Preference to have embedded, or delivered, change to improve the customer journey

**_ At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team - a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity

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