Customer Resolution Team Leader

Centrica; Leicester; On-site; GBP 30,000 - 38,000; Full time

Job summary

Centrica is seeking a Team Leader at our Leicester site to lead a Customer Resolution team handling business customer inquiries across Voice, Chat and Text. You will coach performance, drive improvements, and ensure QA/compliance while coordinating with stakeholders to meet targets.

The role emphasizes data-led decision making, effective communication, and a proactive approach to problem solving within a supportive, collaborative team environment.

Qualifications

• Proven coaching track record with measurable performance improvements.
• Ability to translate data into actionable coaching plans.
• Experience engaging stakeholders and communicating outcomes.

Responsibilities

• Lead and coach a team of Customer Resolution Agents for gas/electricity inquiries.
• Use data to monitor KPIs and drive continuous improvement.
• Plan and prioritise targets; manage attendance and scheduling.
• Conduct QA/compliance assessments and document results.
• Collaborate with cross-functional stakeholders to deliver outcomes.

Skills

Coaching

Data analysis

Stakeholder comms

Team leadership

Performance mgmt

Change management

Tools

Microsoft Teams

Excel

Power BI

SAP CRM

ISU

Workday

Job description

Centrica is seeking a Team Leader at our Leicester site to lead a Customer Resolution team handling business customer inquiries across Voice, Chat and Text. You will coach performance, drive improvements, and ensure QA/compliance while coordinating with stakeholders to meet targets.

The role emphasizes data-led decision making, effective communication, and a proactive approach to problem solving within a supportive, collaborative team environment.