Team Leader - Leicester

Centrica; East Midlands; On-site; GBP 55,000 - 75,000; Full time

Job summary

Centrica is seeking a leadership-focused coach to drive customer service excellence in the East Midlands. You will plan and prioritise to meet targets while exceeding customer expectations, and guide a team to deliver a superior customer journey.

You will translate data into actionable strategies, engage stakeholders across the business, and lead large huddles to ensure clear communication and outcomes. A growth mindset and commitment to learning are essential.

Qualifications

• Proven coaching track record and ability to develop high-performing teams.
• Plan and prioritise to enable delivery of targets and exceed customer expectations.
• Understand the customer journey and formulate team plans to improve it.
• Able to translate data into actionable insights and decisions.
• Excellent communication to engage stakeholders and feedback to operations at all levels.
• Lead large huddles to clearly communicate messages and drive alignment.
• Adaptable to change with a growth mindset and commitment to learning.
• Lead by example aligning with Centrica values, health, wellbeing, safety and environment.

Responsibilities

• Lead large huddles to communicate messages effectively.
• Engage with operational teams with regular feedback and guidance.
• Make commercially astute decisions to resolve customer contact efficiently.
• Identify issues, use initiative and resources to generate practical solutions.

Skills

Coaching skills

Planning

Data to actions

Stakeholder engagement

Communication

Huddles leadership

Growth mindset

Health & safety focus

Commercial decision making

Problem solving

Job description

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