Team Manager - SME (m/w/d)

Job Description

The SME (Sales) Service Team is part of the Business Energy channel and is key to the successful delivery of sales and retention within ScottishPower. As the team manager you’ll be responsible for delivering an exceptional customer service to external partners who contact us for with general enquiries. You’ll ensure queries are managed end-to-end, within SLA, delivering an exceptional service

What you’ll be doing

• Operational delivery of a quality service for both Direct and TPI external sales partners.
• Manage and support a team off circa 6-10 FTE
• Achievement of personal and SME departmental performance targets
• Work with internal and external key stakeholders to ensure that key relationships are built
• Utilise sales force for communicating with external parties and monitoring team activities
• Carrying out weekly Quality Checks
• Provide weekly update and reporting on key performance metrics
• Complaints management ensuring that complaints handling standards are followed
• Contribute as required to the development of Sales, Marketing, and Customer Service strategies.
• To support the Operations Manager and contribute to the overall performance of the department
• Represent Scottish Power in a positive and professional manner
• Work with internal Account Managers

What you’ll bring

• Customer service experience
• People Management experience
• Telephone skills and experience with an understanding of the structure and operation of the industry to deliver a service to new and existing customers.
• Good interpersonal skills necessary to relate and build relationships at various levels.
• A high level of computer literacy, with an analytical mind and with an aptitude for numbers and quality.
• SME experience (preferred)

MINIMUM CRITERIA

• Experience of complaint handling within a regulated environment
• Extensive organisational skills with the ability to self-manage and prioritise workloads
• Experienced in using office documents i.e. excel, word and powerpoint
• Ability to work on own or as part of a team.

What’s in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave
• Holiday Purchase – perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers – save more and spread the cost of your technology purchases
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we’re at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.