Customer Resolution Team Leader — Drive Impact & Coaching

Centrica plc; Leicester; On-site; GBP 36,000 - 52,000; Full time

Job summary

Centrica, Leicester, is seeking a Team Leader to coach a Customer Resolution team handling business customer gas and electricity enquiries, guiding performance, QA, and coaching plans while ensuring compliant, customer-centric outcomes.

You will use data and coaching to improve KPIs, run large huddles, adapt to change, and ensure adherence to standards and training while supporting a multi-skilled workforce.

Qualifications

• Exceptional communication and coaching skills, including the ability to hold and document a difficult conversation.
• Strong analytical background, translating data into improvement deliverables and coaching plans.
• Experience with MS Office tools, Power BI, SAP CRM, ISU and Workday providing data-driven insights.
• Able to prioritise conflicting priorities and deliver results.
• Experience working with multiple stakeholders and managing time in a pressured environment.

Responsibilities

• Be held accountable for your team’s performance against plan and plan for improvement.
• Coach and conduct QA/compliance assessments and 1-2-1s, drive performance reviews and PDP discussions.
• Identify and translate KPIs into deliverables; use data to guide decisions.
• Lead large huddles and communicate messages effectively across teams.
• Support multi-skilled capability and adapt to changing customer demand.

Skills

Coaching

Data analysis

Stakeholder communication

Leadership

Change management

Commercial awareness

Tools

Power BI

SAP CRM

ISU

Workday

Microsoft Office

Teams

Excel

Job description

Centrica, Leicester, is seeking a Team Leader to coach a Customer Resolution team handling business customer gas and electricity enquiries, guiding performance, QA, and coaching plans while ensuring compliant, customer-centric outcomes.

You will use data and coaching to improve KPIs, run large huddles, adapt to change, and ensure adherence to standards and training while supporting a multi-skilled workforce.