Team Manager (Emergency Response Call Centre)
Ref: SCOT-5067390002

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

Join us, bringing your valuable on the job experience as a Team Manager within our fast paced Emergency Response Distribution Call Centre. Where your motivation and enthusiasm will lead and coach a team of dynamic customer service agents to provide a first class service to Scottish Power customers 24 hours a day 365 days per year.  Working within a global company this is an exciting time for you to become part of our dynamic Energy Networks business where we will develop your commercial awareness with direct involvement in making a difference to achieve business goals and project delivery targets across the Customer Service and Operational function.  

With your ability to work under pressure and act decisively in an ever-changing environment you will co-ordinate your call centre agents to manage call routing to ensure consistently operating in line with SLA targets to provide an efficient, cost effective service.   You will have experience of working with high call volumes in a Call Centre environment within the constraints of relevant compliance and commercial performance agreements with ongoing statistical monitoring to ensure continuous improvement and maximising resources.  

As a strong team player and flexible ability you will effectively time manage to ensure 24 hour optimum customer service is provided for our public by working collaboratively with other parts of the Emergency Response business in a diverse and buzzing customer focused environment.

To enjoy the benefits of working for the energy company of the future and get involved in making a difference we will use your confidence to help drive this area of the business where you will be able to excel your already enhanced leadership skills to support and guide your team through direct feedback to motivate them to deliver results.  You will also be an excellent communicator at all levels with the ability to develop these by interacting with varying levels of stakeholders.  In return you will be rewarded with a competitive salary and benefits in a full time, permanent role on rotational shift plan.

 Role Benefits will include:
  • Salary: circa £33,524
  • Stakeholder Pension plan with Life Insurance
  • Share incentive plan
  • Family Friendly Policies
  • Childcare Vouchers
  • Enhanced annual leave (36 Days)
  • Training and development
  • Comprehensive sick pay scheme
  • Corporate Perks (includes discounts on travel, entertainment, shopping etc.)
  • Flexible Benefits (includes options for private healthcare, dental care and more)

Vacancy closes 21st July 2017

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