Contact Centre Team Leader

We’re champions of the North West and we’re proud that it’s our electricity network that connects communities and helps keep the electricity flowing every minute of every day, from when you wake up to when you fall asleep and all the hours in between. A key part of the UK’s journey to net zero carbon is the revolution of our electricity industry to enable clean, green economic growth. As the North West’s electricity network operator, it’s our responsibility to lead the way, help the region decarbonise and pave the way for the growth of renewable energy and a sustainable energy future for all. We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference. Together we have the energy to transform our communities. We are switched on. We are adaptable. We take pride.

The role: Contact Centre Team Leader

In the Contact Centre Team leader role, you can expect to:

• Manage a team to exceed performance expectations through engagement and personal development
• Develop an effective contact framework to support the agents across multiple sites
• Ensure delivery of excellent customer service through regular coaching and feedback
• Manage the day-to-day contact centre processes to ensure all deliverables align with business processes
• Coach and develop your team that supports their continuous development by creating a culture of high engagement through leading by example.

To apply for this Customer Centre Team Leader role, you will need:

• A level or equivalent
• Proven leadership experience in a contact centre environment.
• Demonstrate leadership skills and proven ability to develop a team to drive personal and business growth.
• Excellent customer service and communication skills.
• Strong planning and organising skill
• Strong data and Analytical thinking linked to the look for trends

Benefits

In return for your dedication, collaboration and commitment, you'll receive a generous salary of £35,000.00 - £45,000.00 DOE and a benefits package, joining a welcoming and inclusive culture. We are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:

• An annual bonus scheme
• Twenty-five days annual leave increasing with length of service
• Private healthcare
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme and opportunity for professional development through our L&D function.

If successful in your application, Electricity North West will require as part of the offer process to complete a pre-employment checks. Any unconditional offer of employment with Electricity North West is subject to satisfactory checks. For this role the checks will be a Disclosure and Barring Service (DBS) check and drug and alcohol test. We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable. We reserve the right to close this vacancy early.