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Connections Team Leader

Employer
Northern Gas Networks
Location
Leeds, West Yorkshire
Salary
£31,000 - £35,000 per annum
Closing date
27 Jul 2018

View more

Job Sector
Utilities
Contract Type
Permanent
Hours
Full Time

Job Details

About the role

We are looking for an inspirational, people focused team leader, who is an experienced hand in leading a team to achieving performance targets. You will be a coach, a leader, mentor and someone who believes in empowering colleagues to make the best decisions for the customer.

You will be responsible for managing end to end Connections design; ensuring our customers receive excellent service; checking that we are compliant with licensing conditions (as set out by OFGEM) and that we deliver value for money every time.

We are a regulated industry and there must be compliance with relevant policies and standards evident within your work.

What you will do:

  • Deliver high level of customer care and support for customer operations and the wider NGN team
  • Ensure team compliance in GSOS (Guaranteed Standards of Service) Standards
  • Performance management, coaching and mentoring of Connections Customer Advisor Team
  • Management of the end to end Connections process
  • Ensure delivery of day to day activities of Customer Advisor Team, leading them to deliver optimum performance
  • Identify areas for improvement and implement solutions to enhance service and support to all stakeholders
  • Live, communicate and deliver against NGN company goals
  • Conduct regular team meetings to manage colleagues' expectations and communicate targets
  • Generate and share comprehensive and detailed reports about team performance, mission-related objectives, and deadlines

You will have:

  • Experience leading performing teams; coaching your teams to meet and exceed their objectives
  • Experience in developing, management and supporting new starters.
  • The ability to identify and fill skills gaps via coaching and mentoring
  • Confidence to develop strategies for getting the teams adherence to company regulations and performance goals
  • Extensive experience producing management information and data analysis; able to identify trends, solutions and implement improvement plans based on findings
  • A flexible approach to working across broad topic areas, locations and meeting tight timescales.
  • The ability to build and maintain effective relationships internally and externally
  • Experience working in a target driven environment and in creating plans to achieve them
  • Genuine interest and ability to get the best performance out of your colleagues
  • Developed influencing & core decision making skills

Having any of these could be an advantage:

  • Qualifications in management or customer service
  • Knowledge of Gas Industry Standards
  • Knowledge of Connections customer journey and stakeholders impacted
  • Able to use SynerGee, SAP and GIS software/ systems
  • Extensive experience producing management information and data analysis and implementing improvement plans based on findings

The Package

  • Permanent Personal Contract
  • Salary - £31,000.00 - £35,000.00 dependent on experience
  • 40 hours per week
  • Up to 10% bonus dependent upon performance objectives
  • 25 days holiday per year, plus 8 days bank holiday, plus 2 half days (Christmas Eve and New Years Eve)
  • Stakeholder 5/10 pension scheme
  • Flexible benefits including salary sacrifice options such as cycle to work, childcare vouchers, gym membership and many more
  • Plus other family friendly policies, maternity/paternity pay, volunteering etc.

Company

Since we started operating in 2005, we’ve been leading the way as one of the most cost-efficient of the UK’s eight gas distribution networks. We deliver great value for money to our customers, as well as a whole host of social and economic benefits to our region. 

We’re recognised as a dynamic, passionate, conscious and people focused team that safely and reliably delivers gas to over 2.7 million homes and businesses across the North East, northern Cumbria and much of Yorkshire. 

 

 

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