Location
Leicester
Role Overview
We are offering a POD Team Leader position for a 6‑12 month secondment/fixed‑term contract at British Gas. You will support a team of Customer Resolution Agents within Centrica Business, handling gas and electricity enquiries for business customers and managing cases and complaints via Voice, Chat and Text.
Responsibilities
* Accountable for the team’s performance against plan, identifying out‑of‑tolerance metrics and planning improvements.
* Continuously improve team performance through coaching, 1‑2‑1s, quarterly reviews, PDP discussions and performance improvement plans.
* Conduct QA and compliance assessments, capturing required information for audit purposes.
* Prioritise KPIs and translate them into specific deliverables.
* Use data and reporting to make decisions that improve team performance for customers and the business.
* Identify common themes driving demand or impacting the customer journey through data and coaching insights.
* Increase efficiency, reduce repeat contact and prevent escalations through effective coaching and performance management.
* Adopt a proactive approach to problem‑solving, managing recurring behaviours and highlighting themes to leadership.
* Manage and improve team attendance in line with business requirements.
* Demonstrate agility by working across different workstreams and supporting multi‑skilled capability to meet changing demand.
* Identify and manage operational risks and escalates as appropriate.
* Work collaboratively within a team, sharing best practice and ideas.
* Communicate key business messages to the team, ensuring focus and accountability.
* Thriving within ambiguity, taking decisive action and learning from mistakes.
* Ensure the team understands and adheres to company and department standards, policies and procedures.
* Adhere to the Competence and Training framework to ensure each team member attains required competency level.
Qualifications
* Excellent coaching skills with a proven track record.
* Ability to plan and prioritise to meet and exceed customer expectations.
* Understanding of what makes a great customer service journey and ability to formulate delivery plans.
* Proficiency in manipulating data into actions and output.
* Effective communication skills to engage stakeholders and provide regular feedback.
* Experience leading large huddles and effective communication.
* Adaptable mindset, willingness to learn and self‑improve.
* Demonstrates a results‑driven attitude and commercial decision‑making skills.
* Hands‑on problem‑solving with initiative and resourcefulness.
* Leads by example, aligning with the company’s values and supporting health, wellbeing, safety and environment.
Work Experience
* Exceptional communication and coaching skills, including handling difficult conversations.
* Analytical background capable of translating data into improvement deliverables.
* Computer literacy in Microsoft Office (Teams, Word, Excel), Power BI, SAP CRM, ISU and Workday.
* Experience prioritising conflicting priorities and generating success.
* Experience collaborating with diverse stakeholders.
* Experience working under pressure with strong time management and organisational skills.
* Preferable experience of embedding or delivering change to improve the customer journey.
Benefits
Flexible total rewards that adapt to your needs, ensuring you and your family receive support in financial, physical and emotional ways.
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