Team Manager

Team Manager, Business Energy - An Opportunity to Drive Customer Excellence and Net Zero Ambitions

SSE Business Energy is seeking a motivated and experienced Team Manager to lead their skilled complaint handlers. This is a fantastic opportunity to contribute to a leading energy company as it navigates the transition to a net-zero future, while making a tangible impact on customer satisfaction.

The Opportunity at a Glance:

• Location: Choose from Reading, Perth, or Cardiff, offering flexibility in your geographical base.
• Salary: A competitive salary ranging from £43,704 to £51,484, complemented by a comprehensive benefits package designed to support your financial, physical, and family wellbeing.
• Working Pattern: This role is available as a 12-month secondment or a 12-month fixed-term contract, offered on a full-time basis with flexible working options.

What You'll Be Doing:

As a Team Manager, you will be at the forefront of resolving complex, high-risk, and sensitive customer complaints within SSE Business Energy. Your primary focus will be ensuring that all cases are handled with the utmost professionalism, adhering strictly to regulatory requirements, company policies, and exceeding customer expectations. You will play a pivotal role in:

• Leading and Developing a High-Performing Team: Coach and mentor a team of complaint handlers, fostering a culture of accountability, collaboration, and continuous learning to achieve exceptional customer outcomes.
• Overseeing Complaint Resolution: Manage the end-to-end process of complex complaint handling, ensuring timely, accurate, and compliant resolutions.
• Driving Service Improvement: Monitor case quality, identify trends, and pinpoint root causes to recommend and implement process enhancements that elevate service quality and operational efficiency.

Key Advantages for Your Career Path:

This role presents a significant opportunity for professional growth and impact:

• Leadership Development: Gain valuable experience in managing and developing a team, honing your leadership skills in a critical customer-facing function.
• Strategic Contribution: Be part of SSE's ambitious goal of becoming a leading energy company in a net-zero world. Your work directly contributes to customer retention and satisfaction, a crucial element in this transition.
• Exposure to Complex Challenges: You will tackle multifaceted complaints, enhancing your problem-solving abilities and deepening your understanding of customer service excellence in a regulated industry.
• Comprehensive Benefits: SSE offers a robust benefits package, including discounts on private healthcare and gym memberships, wellbeing support like online GPs and counselling, financial assistance for tech and transport, and generous family entitlements. This demonstrates a commitment to employee wellbeing.
• Commitment to Inclusion: SSE is dedicated to fostering an open and inclusive workplace, actively encouraging applications from individuals of all backgrounds and those who may be underrepresented in the industry.

What SSE is Looking For:

To thrive in this role, candidates should possess:

• Strong Organisational and Communication Skills: The ability to manage multiple cases and communicate effectively with both your team and customers.
• Emotional Intelligence: A keen understanding of emotional intelligence and its application in leading and supporting a team.
• Proactive Problem-Solving: A forward-thinking approach to innovation and resolving challenges.
• Customer Service Expertise: Proven experience within a customer service environment.
• Leadership Experience: Demonstrable experience in a leadership or management role.

Considering This Opportunity?

If you are a driven leader passionate about customer advocacy and eager to contribute to the energy transition, this Team Manager position at SSE Business Energy offers a compelling career path. The combination of a stimulating role, a supportive work environment, and a commitment to sustainability makes this an attractive proposition for ambitious professionals.