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Customer Service Team Supervisor
3 months ago
About Us
We are Western Power Distribution, responsible for the electricity distribution networks serving millions across the Midlands, South West, and Wales. Our dedicated teams ensure reliable delivery of electricity, heat, and light to homes and businesses.
With a workforce exceeding 29,000 globally, we strive to foster an inclusive environment that celebrates the diverse cultures and perspectives of our employees. Our mission is to lead the way towards a sustainable and equitable energy future, addressing climate change and exploring renewable energy sources to enhance efficiency and meet growing demands.
About our Customer Service Centre
Operating 24/7 throughout the year, our Customer Service Centre team is committed to assisting customers, whether they are reporting outages, seeking information about new services, or receiving updates during disruptions. Our team also manages the Priority Services Register, ensuring support for our most vulnerable customers. If you possess natural empathy, patience, and understanding, you would thrive in our environment.
We collaborate to provide an exceptional customer experience, dedicated to maintaining our reputation for outstanding service. While the majority of our team consists of Customer Service Advisors, everyone benefits from a dynamic work atmosphere and comprehensive training programs.
Our training is tailored to equip you with essential knowledge, covering operational functions, emergency protocols, and a thorough understanding of our systems and the energy sector.
Job Overview
We are seeking a Customer Service Priority Services Register (PSR) Team Supervisor to join our team.
In this role, you will lead and develop a team of PSR Advisors, ensuring that we meet customer expectations and business objectives through effective collaboration.
Hybrid working options may be available after the completion of initial training, depending on business needs.
Key Responsibilities
- Deliver exceptional customer service, ensuring compliance with regulatory standards and governance, particularly for PSR customers.
- Contribute to the achievement of the Customer Service Centre's business objectives through strategic planning, team management, and coaching.
- Foster team development and growth by creating personalized development plans for team members.
- Engage colleagues through regular briefings relevant to the PSR team and the broader organization.
- Collaborate with key stakeholders, both internal and external.
- Prepare reports to meet regulatory and governmental requirements and assist in compliance audits.
- Oversee the welfare and well-being of team members, including performance and attendance management.
- Manage resource planning and scheduling to ensure service levels are maintained.
- Utilize customer and colleague insights to inform decision-making.
- Act as a deputy for the PSR Manager when necessary.
Ideal Candidate
The ideal candidate will have demonstrated leadership skills in a customer-centric environment, preferably with experience supporting vulnerable customers. A solid understanding of regulatory requirements for PSR customers is essential, along with the ability to think strategically and adapt to evolving customer and colleague expectations.
Strong communication skills are crucial, with a focus on collaboration and empowering team members through coaching and development.
You should be capable of making quick decisions under pressure and possess the flexibility to adapt during emergencies to ensure support for PSR customers.
Western Power Distribution is dedicated to safeguarding the interests of our company, employees, and customers. This role is subject to a satisfactory background check, with varying levels of screening required based on the position.
