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Team Leader

3 months ago

Castle Donington, United Kingdom Western Power Distribution Full time

About Us

We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.

About our Contact Centre

24/7, 365 days a year, our Contact Centre team are here for our customers whether they are calling us to report a power cut or dangerous situation, to ask about a new supply or service alteration or when we are calling them to give updates during a power cut. The team here also manages our Priority Services register, which lists our most vulnerable customers. If you are someone to whom showing genuine empathy, patience and understanding comes naturally you would be a great fit for our team. 

Whether customers call or send us a message via social media, we work together to ensure they enjoy the best possible experience. And that’s because we’re dedicated to ensuring they get the best customer service possible, while also maintaining our industry leading reputation. Most of the team here are made up of Contact Centre Advisors, but everyone gets to enjoy an innovative working environment and benefit from training that is second to none. 

Training is designed to help you to get to know our business, taking you from knowledge of functions, faults and emergencies, to learning about our systems and the industry as a whole benefiting from both theoretical and practical training.

Job Introduction

An opportunity is available for a Contact Centre Priority Services Register (PSR) Team Leader based at Pegasus, Castle Donington.

As a Team Leader you will be you will be working within a specified rota and be responsible for the leadership and development of a team of PSR Advisors. You will work closely together in a manner that ensures that we fulfil our customer expectations, meet business requirements.

There is an opportunity for hybrid working in this role but can only be considered once your initial training is complete and subject to business need.

Main responsibilities

Customer Excellence delivery. Ensuring all customers are served correctly, regulatory obligations are adhered to and ensure governance is upheld, particularly relating to PSR customers Contribute to delivery of Contact Centre ED2 business plan and Broad Measure targets through effective planning, team management, development and coaching. Resourcing bespoke training and organise delivery of this. Enablement of team development and growth, including creation of personal development plans for your team members Engagement of colleagues, including delivery of regular briefings relevant to the PSR team, Contact Centre and wider business Engage with key stakeholders – internal and external (eg referral partners) Creation of reports to fulfil Regulatory and Government requirements and assist in Auditing compliance Looking after the welfare and wellbeing of your team members including performance and attendance management alongside regular reviews Resource planning and Rota Management ensuring service levels are met and awareness of storm operating procedures Use customer and colleague insights to influence decision making Deputise for the PSR Manager as appropriate

Ideal candidate

You will have proven leadership capabilities in a customer facing environment preferably with experience of customers in vulnerable situations.Have an understanding of the regulatory requirement and commitments for PSR customers and be able to think strategically, and use insights to adapt to customer and colleague expectation.

Excellent communication skills with a focus on collaboration, empowering team members to deliver along with coaching and developing the team.

You will be able to react decisively under pressure and have the flexibility to adapt during weather events or system emergencies to ensure PSR customers are supported

National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.