Customer Service Team Manager

Customer Service Team Manager

Glasgow £35.9k - £44.4k per annum (dependent on skills and qualifications)

Full-time Hybrid

Joint-contribution pension from 6% (12% total) - Enhanced maternity & family leave - Life assurance - HolidayPlus - Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.

REQ5808

Customer Service Team Manager

We're looking for an experienced and inspiring Team Manager to support our Customer Service Centre and Careline teams.

This is an exciting opportunity to lead, coach and develop a team of Customer Service Advisors, creating a positive, high-performing environment where colleagues feel supported to deliver exceptional service. You'll help ensure every customer receives the right outcome, particularly those in vulnerable situations who may need our help the most.

At SGN, we deliver safety, warmth and comfort to homes and businesses. Every role plays an important part in that mission, and this role is no exception. By developing your team and championing great customer service, you'll make a real difference to the customers and communities we serve.

Why join SGN?

There's never been a better time to join us. We're building a new Customer Service Centre at our Glasgow hub, giving you the opportunity to be part of an exciting new chapter from the very beginning.

We care deeply about our customers and our colleagues, and we're looking for a leader who shares that commitment. If you're passionate about developing people and creating a positive, supportive and enjoyable place to work, where colleagues feel valued, motivated and able to be at their best, you'll thrive here.

You'll have the opportunity to influence how your team works, embrace new ways of working and support improvements that continue to enhance the experience we provide for our customers.

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here's how you will contribute

• Lead, coach and develop a team of Customer Service Advisors, creating a positive, inclusive and engaging environment where colleagues enjoy coming to work, feel valued and supported, and are empowered to deliver their very best.
• Drive the delivery of outstanding customer service across all channels, ensuring every customer receives the right outcome while supporting customer satisfaction and service performance targets.
• Coach your team to deliver high-quality, compliant customer interactions, using performance insights, quality assurance and regular feedback to drive continuous improvement.
• Support your team with guidance and escalation management, ensuring customer enquiries and complaints are resolved efficiently, compassionately and in line with our regulatory requirements.
• Champion excellent support for customers in vulnerable situations, ensuring your team has the confidence, knowledge and empathy to provide the right help when it's needed most.
• Support innovation and continuous improvement by embracing new technologies, digital ways of working and customer insight to enhance the service we provide.
• Provide operational support across the Customer Service Centre, working collaboratively with managers to maintain service performance, support audits, external accreditations and wider business priorities.

What you'll bring

• Experience leading or managing customer service teams within a contact centre or operational environment.
• A passion for developing people, building engaged teams and creating a positive, high-performing culture.
• Strong understanding of multi-channel customer service delivery and performance management.
• Proven experience coaching, developing and performance managing colleagues to achieve excellent customer outcomes.
• The ability to interpret management information (MI) and use data to improve team performance and customer experience.
• Experience working within a regulated environment, with a good understanding of compliance, policies and procedures.
• Experience supporting customers in vulnerable situations with empathy, care and professionalism.
• Experience managing customer complaints and complex customer enquiries.
• Strong communication, problem-solving and decision-making skills.
• An open and curious mindset, with a willingness to embrace change, support continuous improvement and adopt new technologies and ways of working.

If you're passionate about developing people, delivering great customer service and creating a team where people love coming to work, we'd love to hear from you.

Not sure you meet every requirement?

Research shows some people - particularly women and those from underrepresented backgrounds - may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you're not sure you tick every box, we'd still love to hear from you. You might be just who we're looking for - now or in the future.

Why SGN?

SGN leads pioneering research and development for a energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility , and a proud Gold member of the Armed Forces Covenant.

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.