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