Shift Leader

Job Description

At ScottishPower we know that our people are our strongest asset, so we’re always looking for individuals whose energy, intelligence and passion can help us reach our goals.

At the heart of all business visions and activities are the people whose individual efforts and performance make it happen. We encourage our people to be proud of where they work, to share their ideas and to own their careers. We promote a safe working environment and push people to shape and progress their careers so that we grow our talent within the company.

Role

The Customer Service Delivery Team Leader is responsible for supporting and leading the team in the delivery of the targets and objectives of Customer Service and SP Energy Networks, in conjunction with providing excellent Customer Service to both internal and external Customers and Stakeholders

What you will be doing

As Team Leader – your responsibilities will include driving excellent customer experience which delivers a Top 3 DNO place in Broader Measures Customer Scores (Unplanned Faults and Planned Outages).

You will represent the department at internal Customer Service and Licence meetings, in relation to targets and performance as well as providing professional leadership, support and direction to Incident Controllers. Ensure that performance is managed proactively to maximise productivity, team objectives and KPI’s through training and development.

The successful candidate will lead by example to ensure the incident management team meet regulatory and customer requirements and maximises rewards. Identifying opportunities to reduce charges and penalties, reviewing processes as required.

Influence relationships within Customer Service and Licence departments with the aim of resolving problems and promoting excellent working practices.

Prepare and monitor appropriate key performance indicators to ensure effective adherence and productivity within Customer Service. Developing and implementing agreed solutions to areas of concern.

What you will bring

Experienced People Manager with excellent negotiation, influencing, communication and people management skills with an ability to manage a 24 / 7 team effectively and create a positive team culture.

You will be able to devise solutions to problems / challenges involving internal and external customers whilst displaying effective prioritising and organisational skills.

Excellent analytical skills, with attention to detail and a strong customer focus and ability to work to deadlines and agreed SLA's.

A flexible approach to business change and previous experience in being able to manage Customer / Supplier expectations and to “challenge” in a confident and professional manner.

Minimum Criteria

• Previous experience of managing a large team
• Current Delivery/Operational knowledge and experience
• Dynamic work ethic with a track record of coaching/mentoring and developing your teams performance and outputs
• Knowledge of PowerOn and CRM is preferred.
• Network knowledge would be advantageous.
• Knowledge of HR processes would be desirable
• Knowledge and understanding of Microsoft office suite essential.

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 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.