Customer Centre Team Leader

**Customer Centre Team Leader**

**Contract Type**:Permanent

**Location**:Ansty Park, Coventry

**Salary**:£27,727 - £32,620

**Shift Pattern**:Alternating

**About The Role**

The role requires shift work, with the shifts running on a 9 day rotation. 3 x 07:00-15:30, 3 x 14:30-23:00 and then 3 rest days. The shift aspect of this role attracts a 20.8% shift allowance base salary.

At Cadent we are on an exciting journey of growth and evolution, one that has already seen us transform ourselves in so many ways and is uniting us through a shared sense of purpose and direction. Develop your career safe in the knowledge that what you do is important, highly valued and will, ultimately leave a lasting legacy. Joining our team as a Customer Centre Team Leader will be the start of a journey that offers challenges and opportunities, with plenty of support and empowerment along the way.

**Key Accountabilities**
- You’ll be supervising and motivating the Customer Centre workforce, driving performance excellence, delivering year-on-year cost efficiencies and improvements in productivity and resource utilisation whilst maintaining world-class operational excellence, safety, and customer satisfaction
- Ensuring the efficient and safe delivery of activities and workloads within the Customer Centre
- Domestic and industrial meter installation, maintenance and exchange programmes
- Carrying our quality audit inspections to demonstrate compliance
- Ensuring individuals comply with policy and work procedures and achieve company standards of service throughout all activities, including compliance with STC process
- Monitoring workforce operational performance to ensure all objectives are met and problems are anticipated and resolved
- Implementing performance improvement plans where required
- Dealing with technical enquiries from the team
- Sharing promoting, facilitating and implementing technical and procedural best practice

**About You**
- Ideally you’ll already be working in the Customer Centre or have recent experience within the Customer Centre
- A good understanding of relevant legislation, regulatory requirements
- A strong understanding of HSE regulations relevant to role
- A good understanding of the regulatory regime under RIIO
- A strong focus on customer delivery and enhanced customer satisfaction
- A good understanding of performance excellence approach to improving performance
- Excellent system knowledge for the core systems (SAP ECC, SAP PM, CRM, ESRI, Verint, Finesse)
- Excellent knowledge of the Customer Centre BCM (Business Continuity Plan)
- Excellent understanding of the commercial relationship between Cadent and other Gas Distribution companies
- A Full Driving Licence

**Benefits**
- We offer a host of benefits to suit your lifestyle and support your well-being. These include:_
- 25 days holiday, statutory days, option to buy more (plus 8 Bank Holidays)
- Competitive salary with fantastic career prospects
- Pension Scheme - double match up to 12%
- Opportunity to earn an annual bonus
- Flex Benefits including; cycle to work scheme, salary sacrifice car scheme, insurance and healthcare packages
- My Offers membership card - offering discounts and savings from hundreds of retailers
- Support with financial wellbeing
- Access to our Occupational Health Services

We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it.

**Diversity and Inclusion**
Don’t meet every single requirement listed?

**Circle Back Initiative**
- Be part of something big. Help shape the future of gas for generations to come._