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

We are looking for a Customer Service Team Manager who will lead and develop a customer service team to deliver efficient enquiry resolution, achieving 10/10 outcomes for all customers, including those most vulnerable, while ensuring full compliance with regulatory and customer service standards.

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

Responsibilities

• Lead, manage and develop a team of Customer Service Advisors, ensuring strong engagement, wellbeing, performance, and effective resolution of people matters.
• Drive delivery of high-quality, accessible customer service across all channels, achieving 10/10 outcomes for all customers and supporting customer satisfaction targets.
• Coach and performance manage the team to deliver Customer Service KPI's, high-quality, compliant customer interactions, ensuring robust quality assurance and adherence to policies, procedures, and regulatory standards.
• Support the team with guidance and escalation management, ensuring effective and timely resolution of customer enquiries and complaints in line with service and compliance requirements.
• Support the team to deliver right outcomes for vulnerable customers.
• Provide operational support and cover across the Customer Service Centre, supporting managers and contributing to service continuity, team performance, audits, external accreditations and broader business priorities.

What you will need

• Experience in customer service team management within a contact centre or operational environment.
• Strong understanding of multi-channel customer service delivery and performance management.
• Proven experience in coaching, developing, and performance managing teams.
• Ability to interpret and use management information (MI) to monitor performance and drive improvement.
• Experience working within a regulated environment, including adherence to policies, procedures, and compliance requirements.
• Strong communication, problem-solving, and decision-making skills.
• Proven experience in managing customer complaints.
• Proven experience in supporting customers in vulnerable circumstances.

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 net-zero 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.

About us Benefits Diversity and inclusion

Inclusive accommodations

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.