At a Glance
- Tasks: Lead a team of Customer Resolution Agents and enhance their performance through coaching and support.
- Company: Join British Gas, a leader in energy solutions with a focus on customer satisfaction.
- Benefits: Enjoy flexible rewards that cater to your financial, physical, and emotional well-being.
- Other info: Thriving environment with opportunities for personal growth and development.
- Why this job: Make a real difference by improving customer journeys and leading a dynamic team.
- Qualifications: Strong coaching skills, data analysis ability, and effective communication are essential.
The predicted salary is between 30000 - 40000 € per year.
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 escalate 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.
POD Team Leader employer: Centrica
At British Gas, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Leicester where your contributions truly matter. As a POD Team Leader, you'll benefit from flexible total rewards tailored to support your financial, physical, and emotional well-being, alongside ample opportunities for professional growth through coaching and performance management. Join us to be part of a collaborative culture that values innovation and empowers you to make a real impact on our customer service journey.
StudySmarter Expert Advice🤫
We think this is how you could land POD Team Leader
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of digging into British Gas and their values. This will help you tailor your responses and show that you're not just another candidate, but someone who genuinely fits in with their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your coaching skills and experience can directly benefit the Customer Resolution Agents you'll be leading.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used data in the past to improve team performance. Bring examples of how you've turned insights into actionable plans – this is key for the POD Team Leader role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to keep yourself top of mind and show your enthusiasm for the role.
We think you need these skills to ace POD Team Leader
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your coaching skills and experience in customer service. We want to see how you can bring your unique flair to the POD Team Leader role!
Show Off Your Data Skills:Since this role involves using data to drive decisions, don’t shy away from showcasing your analytical background. Share examples of how you've turned data insights into actionable improvements in previous roles.
Communicate Clearly:Effective communication is key! Use clear and concise language in your application to demonstrate your ability to engage stakeholders. Remember, we’re looking for someone who can lead by example and keep the team informed.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Centrica
✨Know Your Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to the POD Team Leader role. Be ready to discuss how you’ve used data in past roles to drive team performance and improve customer journeys.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached team members in the past. Highlight specific situations where your coaching led to improved performance or resolved conflicts, as this is crucial for the role.
✨Demonstrate Problem-Solving Agility
Think of instances where you’ve tackled recurring issues within a team. Be prepared to share your proactive approaches and how you’ve managed operational risks, showcasing your resourcefulness.
✨Engage with Stakeholders
Practice articulating how you communicate with diverse stakeholders. Prepare to discuss how you’ve effectively engaged teams and shared best practices, ensuring everyone is aligned with business goals.
