Team Leader

We're looking for an inspirational and people-focused Customer Service Team Leader to lead and develop a high-performing team in a fast-paced customer environment. This is an opportunity to make a real impact on both customer experience and colleague development, helping to create a culture where people feel empowered, supported and motivated to perform at their best.

This role goes beyond traditional supervision. You'll act as a coach, mentor, problem-solver and change champion, using data, technology and customer insight to improve performance while delivering excellent outcomes for customers and colleagues alike.

What you'll be doing

You'll lead, motivate and develop a team of customer service professionals, creating an inclusive and high-performing environment where colleagues can thrive. Through coaching, quality assurance and regular development conversations, you'll support your team to deliver outstanding customer outcomes.

You'll use customer feedback, operational data and performance metrics to identify opportunities for improvement and help drive positive change. You'll also work closely with stakeholders across the business to resolve customer issues, improve processes and ensure compliance with company policies and service standards. As an escalation point for complex enquiries and complaints, you'll play a key role in delivering a consistently high-quality customer experience.

What you'll bring

We're looking for someone with experience leading teams within a customer service, contact centre or operational environment. You'll bring a strong coaching mindset and a passion for developing people, alongside excellent communication and relationship-building skills.

You'll also have:

• Strong stakeholder management and collaboration skills.
• Effective decision-making and problem-solving capability.
• A performance and data-driven approach.
• The ability to manage competing priorities and work effectively in a fast-paced environment.
• Resilience, adaptability and a commitment to continuous improvement.
• Experience or knowledge of the Energy Networks industry would be an advantage.

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%.

That's why our benefits include:

• 36 days annual leave
• Holiday Purchase
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers
• Electric Vehicle Schemes
• Cycle to Work Scheme and Public Transport Season Ticket Loans
• Private Medical Insurance options
• Life Assurance (4x salary)
• Financial wellbeing support
• Shopping, leisure and gym discounts

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's ambition to be Net Zero by 2044. And we're taking it very seriously. We're investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. 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.

We are 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.