Customer Induction Co-Ordinator

ENWL; Preston; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days annual leave with service year

Private Healthcare

Employee rewards portal

Contributory pension scheme

Employee assistance programme

Professional development through L&D

Job summary

SP Electricity North West is seeking a Customer Induction Co-ordinator to guide new agents from induction to live operations. You will coach during probation, monitor progress, and collaborate with Team Leaders and L&D to raise performance and quality.

The role emphasizes data-driven feedback, wellbeing support, and a focus on delivering exceptional customer experiences within a regulated utility context.

Qualifications

• Experience working in a call centre (Essential).
• Experience coaching and mentoring (essential).
• Understanding call centre workflows, KPIs (e.g., AHT, CSAT), and performance metrics.
• Familiarity with telephony systems, CRM tools, and ticketing platforms.
• Proficient in Microsoft Office.
• Ability to work independently and manage own workload.

Responsibilities

• Coordinate and act as the primary point of contact for agents during their probation period, providing day-to-day guidance and practical support.
• Deliver targeted coaching and live listening sessions to address skill gaps and build confidence in handling customer interactions.
• Monitor agent progress against probation milestones and implement early interventions for those at risk.
• Work closely with Team Leaders and L&D trainers to ensure a seamless transition from induction to live operations.
• Support agents in achieving customer satisfaction scores and adhering to safety standards.
• Maintain accurate records of agent performance, use data to accelerate performance and provide actionable feedback.
• Champion continuous improvement by feeding insights back into induction and refresher training design.
• Facilitate wellbeing and resilience sessions to support agent confidence and retention.

Skills

Call centre experience

Coaching & mentoring

KPI understanding

CRM tools

Telephony systems

Data-driven

MS Office

Independent worker

Tools

Ticketing platforms

Job description

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and ScottishPower group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

A Fantastic Opportunity: Customer Induction Co-ordinator

The induction coordinator plays a pivotal role in ensuring the successful transition of new Customer Contact Centre agents from induction to full operational competence. This position is accountable for accelerating performance, embedding quality standards and supporting agents through their probationary period to deliver exceptional customer experiences.

What you’ll be doing:

• Coordinate and act as the primary point of contact for agents during their probation period providing day-to-day guidance and practical support.
• Deliver targeted coaching and live listening sessions to address skill gaps and build confidence in handling customer interactions.
• Monitor agent progress against probation milestones and implement early interventions for those at risk.
• Work closely with Team Leaders and L&D trainers to ensure a seamless transition from induction to live operations.
• Support agents in achieving customer satisfaction scores and adhering to safety standards.
• Feedback common concerns to include in training
• Maintain accurate records of agent performance, utilise data to accelerate performance and provide actionable feedback to stakeholders.
• Champion continuous improvement by feeding insights back into induction and refresher training design.
• Facilitate wellbeing and resilience sessions to support agent confidence and retention.
• Ability to work collaboratively with multiple teams and adapt to changing priorities.
• A passion for supporting people to reach their full potential and deliver exceptional customer experiences
• Support with general enquires customer satisfaction sample collation

What you’ll need:

• Experience working in a call centre (Essential)
• Understanding call centre workflows, KPIs (e.g., AHT, CSAT), and performance metrics.
• Familiarity with telephony systems, CRM tools, and ticketing platforms.
• Experience coaching and mentoring (essential)
• Confident working with data to mentor others
• Proficient in Microsoft Office
• Ability to work independently and manage own workload

The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.

What we’re offering:

We value your expertise, In return, you’ll receive:

• An annual bonus scheme
• 25 days annual leave increasing with length of service
• Private Healthcare
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme
• Opportunity for professional development through our L&D function.

Our Commitment to Inclusion

We’re proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.

Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by SP Electricity North West. Due to the of this role, the following pre-employment checks will be required; references from previous employers, a Medical Appointment, Disclosure and Barring Service (DBS), and a Drug & Alcohol test.

We reserve the right to close this vacancy early.

We don’t accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable.