Customer Resolution Team Leader

M Group Energy; Newcastle upon Tyne; On-site; GBP 35,000 - 50,000; Full time

Job summary

M Group Energy is seeking a Customer Resolution Team Leader in Newcastle. This mid-senior role requires strong leadership to analyze performance data, manage KPIs, and mentor a team while ensuring client satisfaction in a dynamic environment. Enjoy competitive benefits and a supportive work culture.

Benefits

Matched or contributory pension scheme

Online GP service, 24 hours a day

Employee assistance programme

Life assurance

Cycle to work, salary finance options

Enhanced leave benefits

Rewards and recognition scheme

Access to retail discounts

Qualifications

• Experience in managing SLAs and KPIs with a proven track record.
• Ability to translate findings into actionable insights for stakeholders.
• Strong coaching and mentoring skills.

Responsibilities

• Analyze data from meter reading visits to improve customer performance.
• Lead forums to collaborate with Field teams.
• Provide reports to senior stakeholders and resolve customer queries.

Skills

Communication

Presentation

Performance Management

Tools

Microsoft Office

PowerBI

Excel

PowerPoint

Job description

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Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

At M Group Energy, we’re enabling the energy essential to support our lives.

We provide an end-to-end service, delivering solutions in electricity transmission, distribution, renewable energy, EV, metering and home decarbonisation.

This role will be within our Metering team, you’ll join the leading provider of metering services in the UK energy retail sector, we provide efficient and flexible services for gas, electricity and water meters.

Our meter readers install, maintain and manage meters to make sure customers are billed correctly and energy usage patterns are monitored.

Want to come and be a part of it?

What will you be doing?

Are you ready to take on a leadership role in our Energy business? This role is a full time office based role.

You will analyse data from meter reading visits to improve customer performance. Lead forums to collaborate with Field teams, ensuring quality outcomes through continuous improvement. Provide clear weekly and monthly reports to senior stakeholders. Support the Customer Relationship Management team, external stakeholders, and customers by resolving queries and providing detailed analysis. Identify opportunities to enhance performance and efficiency. Lead your team to achieve department KPIs, maintaining a positive attitude and professionalism. Support team development through coaching and mentoring.

Are you up for the challenge? Join us and make a difference

What you’ll bring?

• Excellent communication and presentation skills with ability to translate finding into actionable insights to stakeholders
• Able to manage SLAs and KPIs, with demonstrable performance management experience
• Advanced knowledge of Microsoft Office - PowerBI, Excel and Powerpoint
  
  

What’s in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include;

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
  
  

In addition, this role offers;

• 25 days plus bank holiday
  
  

About Us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• We’re responsible and go further for our people, clients, communities and the planet
• We’re open and seek new and better ways of exceeding expectations
• We’re together and as one team; the whole is greater than the sum of the parts
• We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
  
  

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.

For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.

#MGroupE INDSTA

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Utilities

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