Regional Customer Service Support Lead

4 months ago

North Yorkshire, 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 focussed leaders to work in one of our regional teams, based within North Yorkshire at either Northallerton or York, as a Regional Customer Service Support Lead.

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.

This is a brand new role in our structure. We want people who are passionate about developing their team and have a ‘Customer First’ mindset. If you can provide inspirational leadership to a team of up to 12 people, are able to deliver outstanding customer service (internal and external) and are enthusiastic about making improvements to processes, we will support you with the rest.

Our Regional Customer Service Support Leads are at the very heart of our Region’s - they really are Team Powergrid The team around you performs a wide range of customer and administrative activities that keep the Region running smoothly. It will be a fast paced role where no two days are the same

**What you would be responsible for**:

- Providing inspirational leadership and direction to your office based team of up to 12 people. You will nurture and develop team members ensuring they are skilled and proficient on the tasks they are responsible for, delivering a 10 out of 10 service.
- Ensuring working practices and standards of the team are aligned to the Regional Customer Service Support model.
- Constructively challenging the ‘status quo’; looking for ways to do things more effectively, better and to a higher standard.
- Driving and embedding change across the team, improving processes that deliver better outcomes for your Regions customers.
- Managing the priorities of the team and ensuring your team deliver key processes in line with agreed SLAs, such as issuing communications to customers or paying contractors.
- Working collaboratively with colleagues in other Regions ensuring best practice is followed and resourcing is maximised where required.
- Deputising for your Customer Service Manager on projects, improvement initiatives and improving the Regions approach to the customer service offering.

**What’s in it for you**:

- Starting salary: £31,054 with progression to £36,002
- 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 and the option to trade holidays
- Fully supported and structured training programme with further routine training opportunities
- Opportunities for further career progression once you are 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, Yorkshire and northern Lincolnshire
- 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 customer focussed teams whilst delivering against a range of SLAs
- Experience in delivering change, improving processes and creating efficiencies that are enduring
- Resilient and solution focussed with the ability to find innovative solutions to problems
- Able to manage priorities and deliver against deadlines whilst working in a fast paced dynamic environment
- Attention to detail - work accurately in line with set policies and procedures and be able to identify when something requires escalation
- Flexible to support our customers when needed

**Interviews will be taking place week commencing 19 June**
- 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**: £31,054.00-£36,002.00 per year

**Benefits**:

- Company pension
- On-site parking

Work Location: In person

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