Team Leader - Customer Service

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

Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team: At Centrica Business Solutions, we’re proud to partner with over 7,000 organisations globally – helping them to balance planet, with profit. We build, operate and maintain onsite, large-scale energy assets like Solar PV and Combined Heat and Power – to help businesses to save the planet and save money. We’re also transforming the UK’s energy landscape by partnering with landowners and developers to build a 900MW portfolio of new grid‑scale solar farms and battery storage assets. We have a great opportunity for a Team Leader. You'll be supporting a team of Customer Resolution Agent's within Centrica Business, which are customer - facing, dealing with gas and electricity enquiries for our Business customers, including managing their own cases and complaints using Voice, Chat and Text to communicate.

Location - Leicester Role - Permanent

About the role:

• 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

Here’s what we’re looking for:

• 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

Work Experience:

• Exceptional communication and coaching skills, including the ability to hold and document a difficult conversation
• A good analytical background, being able to translate data into improvement deliverables and coaching plans
• Computer literacy and competence in Microsoft Office (including Teams, Word and Excel), Power BI, SAP CRM and ISU, and Workday.
• Demonstrate experience in prioritising a multitude of conflicting priorities, generating success
• Experience of working across a wide group of stakeholders
• Experience in a pressured environment, with great time management and organisational skills
• Preference to have embedded, or delivered, change to improve the customer journey

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too.

If you’re full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non‑negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.

We’re a family of brands revolutionising how we power the planet. When it comes to energy, no one does it like us. We make it, store it, move it, sell it and mend it. We’re made up of 12 different businesses, but united by our purpose as Centrica. We’re energisers. Our journey to a greener, fairer future is powered by individuals like you.

Through innovative green products, intelligent energy solutions and developing smarter ways to use and save energy, we’re not just part of the energy transition, we’re leading it.

Together we’re bringing our collective energies to create positive change in our local communities. If you immerse yourself in our fight to change tomorrow, you might just find your why.

We’re looking for people to add to our culture – not fit in with it. We're building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong.

Real inclusivity also means supporting the different realities our people face. That’s why we have the UK’s best Carers Policy and are continually building our approach to flexibility and wellbeing.

Of course, we love having fun too. We’re a people place after all.