Pod Team Leader

6 months ago

Edinburgh, United Kingdom Centrica Full time

**Hybrid Working - Mixture of Home and Office** therefore you must live within a commutable distance of Edinburgh

At British Gas our customers and our colleagues are our priority. Our job is to remain focused on delivering our purpose to help customers live, **sustainably, simply, and affordably**. It’s what we do best.

We’re proud to live our values every single day. We care. We’re courageous. We collaborate with each other.

As a **POD Team Leader** you'll be supporting a team of Customer Resolution Agent's within our British Gas Energy Division. Your team are customer - facing, dealing with gas and electricity enquiries for our Small Business customers, including managing their own cases and complaints using Voice, Chat and Text to communicate.

**Key accountabilities**:

- 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

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