Glasgow HQ, 320 St Vincent Street, G2 5AD
On‑site role
Salary from £44,000 – £55,000 per annum
Closing Date: 22 April 2026
As Team Manager, you’ll deliver customer satisfaction and achieve business performance targets through effective leadership, mentoring and coaching of customer service agents. You’ll co‑ordinate duties within the DCC ensuring compliance with Ofgem targets and commitments whilst adhering to internal regulations and policies. This role will suit a manager comfortable operating in a modern, technology‑enabled emergency contact centre.
What You’ll Be Doing
* Manage call centre agents virtually between Glasgow and Prenton offices to deliver exceptional customer service.
* Manage inbound service levels to maximise agent availability to answer calls in alignment with our regulatory standards and customer service commitments.
* Use real‑time operational insight to manage call demand, agent availability and prioritisation, ensuring critical and vulnerable customers are identified quickly.
* Identify emerging risks, missed steps or performance issues through data‑led monitoring and take timely corrective action.
* Manage coordination of outbound customer contacts via multiple channels to deliver prompt and accurate information to our customers.
* Provide regular support and guidance to your team through direct feedback, coaching and motivating team members to ensure optimal performance.
* Lead a collaborative and agile department encouraging staff development, creativity and innovation.
* Lead change and support our department in all aspects of change management.
* Ongoing quality monitoring of performance and implementing coaching plans where appropriate.
* Ensure staff are fully trained and able to provide a first‑class service for all customer enquiries.
* Work closely with colleagues and other departments to ensure team members have the relevant information available to them in the event of an emergency call handling.
* Be proactive and flexible during exceptional events (e.g., storms).
* Manage HR processes in line with company policy, such as performance and absence management.
What You’ll Bring
* Experience working in a customer service contact centre.
* Team leader/manager experience.
* Ability to coach, train and mentor staff at all levels.
* Good planning and organising capability.
* Ability to remain calm, customer‑focused and act decisively in fast‑changing circumstances.
* Strong leadership and motivational skills.
* Excellent communication and interpersonal skills.
* A team player.
* Computer literacy, including strong knowledge of key Microsoft Office packages (Excel, Access, PowerPoint).
* Experience working in technology‑enabled contact centre environments.
* Ability to interpret operational data and real‑time insight to inform decisions.
* Comfortable leading teams through digital or system‑driven change.
* Strong judgement in deciding when systems support outcomes and when human intervention is required.
* Experience using Salesforce or similar CRM/contact centre platforms to support call handling, case management and operational insight is advantageous.
* Flexible approach to working hours as part of emergency operations.
Minimum Criteria
* Experience working in environments with advanced call handling, prioritisation or decision‑support systems.
* Experience in a customer service environment.
* Excellent communication skills.
* Good planning and organising capability.
* Ability to act decisively in fast‑changing circumstances.
* Computer literacy, including strong knowledge of key Microsoft Office packages (Excel, Access, PowerPoint).
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%.
Benefits
* 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
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.
Important
Advert will close at 23:59 GMT the day before the job posting end date below.
22 April 2026
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