Coach-Driven Customer Service Team Leader

iberdrola; Birkenhead; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

36 days annual leave

Holiday Purchase

Share Schemes

Payroll Giving and Charity Matched Fud

Technology Vouchers

Electric Vehicle Schemes

Cycle to Work Scheme and Public Transp

Private Medical Insurance options

Life Assurance (4x salary)

Financial wellbeing support

Shopping, leisure and gym discounts

Job summary

SP Energy Networks, part of the Iberdrola Group, is seeking a Customer Service Team Leader in the Prenton area. You will coach a high-performing team, use data to drive improvements and work with internal stakeholders to resolve complex issues.

The role emphasizes development of colleagues and delivering excellent customer outcomes. You will lead with a coaching mindset, manage priorities in a fast-paced environment and strive for continuous improvement, while ensuring adherence to service

Qualifications

• Experience leading teams within a customer service, contact centre or operational environment.
• Strong coaching mindset with a passion for developing people.
• Excellent communication and relationship-building skills.

Responsibilities

• Lead, motivate and develop a team of customer service professionals to deliver high performance and great outcomes.
• Coach, QA and have regular development conversations to support team growth.
• Use customer feedback, data and performance metrics to identify improvements and drive change; collaborate with stakeholders to resolve issues and ensure policy compliance.
• Act as escalation point for complex enquiries and complaints to maintain high-quality customer experience.

Skills

Stakeholder management

Decision making

Data-driven

Team leadership

Coaching mindset

Communication

Job description

SP Energy Networks, part of the Iberdrola Group, is seeking a Customer Service Team Leader in the Prenton area. You will coach a high-performing team, use data to drive improvements and work with internal stakeholders to resolve complex issues.

The role emphasizes development of colleagues and delivering excellent customer outcomes. You will lead with a coaching mindset, manage priorities in a fast-paced environment and strive for continuous improvement, while ensuring adherence to service