Interventions Team Leader ScottishPower HQ Based on-site Monday-Friday, 9am-5pm Starting salary £42,000 per annum Help us create a better future, quicker As the Interventions Team Leader, you’ll lead, mentor and coach the Interventions Team to create a team focus on providing gold standard customer service for both internal and external customers. You’ll measure the levels of service provided by the team and respond appropriately, driving the team to work on resolution of any customer dissatisfaction post CS Survey as well as tracking/monitoring/reporting uplift in customer survey scoring. You’ll consistently confront attitudes, outlooks and practices that do not support the company’s commitment to Customer Service. Complying with OFGEM and internal levels of service and endeavouring to move from the management of the regulatory standards to truly understanding our customers’ experience will be a key part of your remit. What you’ll be doing Communicate openly to your team the issues facing the business and your section, discussing daily targets and performance against them. Conducting 1-1’s, performance and review meetings Involve the team in finding solutions to the areas where performance is not on target. Celebrate success. Seek out and provide the team with relevant information relating to operational and Company issues Be visible at the workplace and lead by example Motivate team to achieve and maintain high standards of performance Respond appropriately to Customer Complaints resolving as appropriate Deliver Guaranteed Standards Customer Service to all aspects of your activities and in still this in the Customer Contact team and actively promote customer service standards throughout Operations. Ensure delivery of customer service at the appropriate level. Develop and maintain and grow effective relationships with all Energy Networks Business Units Continually maximise productivity through monitoring of work processes and outputs Responsible for all general administration within Interventions department. Focus on continuous improvement through quality processes Assist with compiling of appropriate Company and Regulatory reporting Provide frequent analysis on themes and trends to Day Support and General Manager Continuously identify Training & Development needs of staff to maximise Business improvement Ensure everyone understands why they are participating in training/development activities and review effectiveness Ensure team is aware of and complies with Company Health, Safety and Environmental requirements and update them on particular issues as they arise. What you’ll bring Working knowledge of Energy Network Ofgem regulations Customer Service and communications/negotiating skills. Ability to identify training needs and give direction to achieve goal Resource Planning skills and work management Knowledge of Power Systems Health and Safety Requirements and industrial relations framework Relevant Key Performance Indicators and targets Ability to utilise HR tools and techniques, e.g. performance management Ability to devise solutions to complex problems/challenges Knowledge of strategic direction, aims and objectives of ScottishPower Group and specifically Operations Business. 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 thecommunities 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 careersscottishpower.com. 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. I MPORTANT Advert will close at 23:59 GMT the day before Job Posting End Date below February-5-2025