Contact Centre Team Manager

Base Location: Perth, Reading or Cardiff

Salary: £43,704 - £51,484 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Fixed Term Contract | Full Time | Flexible First options available

The role

We are looking for a motivated Team Manager to join our dynamic Contact centre team. This role is pivotal in driving first call resolution, ensuring exceptional customer experiences and fostering a collaborative environment within the wider team. As a Team Manager, you will lead a group of dedicated advisors, focusing on their welfare, engagement, and professional development. You’ll play a key role in creating a positive culture where people feel supported and empowered to deliver outstanding service.

• Lead and inspire a team of Contact centre advisors to achieve first call resolution targets and deliver exceptional customer service.
• Monitor performance metrics and provide regular feedback, coaching, and development plans.
• Ensure advisor wellbeing through proactive support and engagement initiatives.
• Collaborate with other managers and departments to maintain a seamless customer experience across the organisation.
• Drive continuous improvement by identifying opportunities to enhance processes and team efficiency.
• Handle escalations and complex queries with professionalism and empathy.

You have

• Proven experience in managing teams within a Contact centre or customer service environment.
• Strong leadership skills with the ability to motivate and develop individuals.
• Excellent communication and problem-solving abilities.
• A passion for delivering first call resolution and improving customer satisfaction.
• Ability to work collaboratively as part of a wider team.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. Our investment will see us build the world's largest offshore wind farm and transform the grid to deliver greener electricity to millions. SSE Energy Solutions support UK organisations by delivering energy and low-carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure.

Flexible Benefits To Fit Your Life

• Enjoy discounts on private healthcare and gym memberships.
• Wellbeing benefits like a free online GP and 24/7 counselling service.
• Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme.
• As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact zoe.gillespie@sse.com to discuss how we can support you. We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply? Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.