Team Leader: Customer Resolution & Coaching

Centrica; Leicester; On-site; GBP 35,000 - 43,000; Full time

Benefits offered by this job

Excellent benefits

Job summary

Centrica Business Solutions in Leicester is seeking a Team Leader for the Customer Resolution Agent team. You will coach, QA, and develop performance, manage KPIs, and ensure quality customer outcomes across voice, chat and text.

You will translate data into actions, lead large huddles, and collaborate across workstreams to improve the customer journey while maintaining compliance and a customer-first mindset.

Qualifications

• Great coaching skills with a proven track record of success.
• Able to plan and prioritise enabling delivery of targets and to exceed our customer expectations.
• Understanding on what makes a great customer service journey and is able to formulate plans for a team to deliver against this.
• Ability to manipulate data into actions & output
• Effective communication to engage stakeholders, ensuring regular feedback to operational teams at all levels where required
• Ability to run and lead large huddles to effectively communicate and deliver messages
• Adaptable to change, and flexible with a growth mindset with an ongoing commitment to learning and self-improvement
• Lead by example, ensuring that teams operate in line with the British Gas approach and values, role model behaviours to support health, wellbeing, safety and the environment
• Demonstrates a results-driven attitude
• Able to make commercially astute decisions on behalf of the business to resolve customer contact as effectively and efficiently as possible
• Demonstrates a hands‑on approach to problem solving; identifying issues and using initiative and available resources to generate solutions

Responsibilities

• Be held accountable for your team’s performance against plan, being able to articulate any out of tolerance metrics and plan for improvement.
• Responsible for continuously improving the performance of your team through coaching, 1-2-1's, quarterly reviews, PDP discussions and performance improvement plans
• Excellent coaching skills (both verbally and written) in order to conduct relevant QA and compliance assessments against a set framework, capturing required information for audit purposes
• Able to prioritise KPIs, translating them into specific deliverables
• Effectively use data and reporting to make decisions which improve performance of your team for the customer, and the business
• Identify common themes driving demand or impacts to the customer journey through data and / or insight from coaching
• Increase efficiency of your team, prevent repeat contact and prevent escalations through effective coaching, and performance management
• Have a proactive approach on problem solving, manage reoccurring behaviours and highlight themes to the leadership population
• To manage and improve team attendance in line with business requirements
• Demonstrate positive agility to work across different workstreams and support multi-skilled capability to meet changing customer demand type
• Identify and manage operational risks, escalating as appropriate
• Ability to work as part of a team, sharing best practice, knowledge, resource and ideas
• Can quickly understand and translate key business messages to the team, ensuring a focus on ‘how’, accountable for the embedding of change and delivery against this
• Thrive within ambiguity, taking decisive action and learn from mistakes
• Ensure the team understand and adhere to the company and department standards, policies and procedures
• Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role

Skills

Coaching

Planning and prioritising

Data interpretation

Communication

Stakeholder engagement

Large huddles

Adaptability

Tools

Microsoft Office

Power BI

SAP CRM

ISU

Workday

Job description

Centrica Business Solutions in Leicester is seeking a Team Leader for the Customer Resolution Agent team. You will coach, QA, and develop performance, manage KPIs, and ensure quality customer outcomes across voice, chat and text.

You will translate data into actions, lead large huddles, and collaborate across workstreams to improve the customer journey while maintaining compliance and a customer-first mindset.