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- Tasks: Train and coach customer service staff to enhance their skills and confidence.
- Company: Join SP Energy Networks, a leader in renewable energy and customer service.
- Benefits: Enjoy 36 days annual leave, competitive salary, and health benefits.
- Other info: Diverse opportunities for career growth in a supportive environment.
- Why this job: Make a real impact by developing future customer service stars.
- Qualifications: Experience in customer service and excellent communication skills required.
The predicted salary is between 32240 - 40300 £ per year.
Locations: United Kingdom, Glasgow
Posted on: Posted Today
Time left to apply: End Date: May 8, 2026 (6 days left to apply)
Job Requisition ID: R-29086
Team Coach
Glasgow HQ, St Vincent Street
Salary: £32,240 - £40,300 per annum
Grade: EN3
Permanent
Monday - Friday 8:30am – 4:30pm with occasional evening and weekend work when required
Help us create a better future, quicker
As Team Coach, you’ll be responsible for the development and deployment of customer service training. Working closely with the operational management team to create and deploy engaging and creative coaching and training.
What you’ll be doing
- Training new staff on call handling for all call types
- Upskilling staff to expand their capabilities
- Develop and deploy an ongoing programme of training for wider business resources to handle Faults and Emergency calls to ensure we have sufficient capability and resource in times of extreme weather and significant events
- Deliver training relating to any new projects or changes in the CS team
- Provide agents with the confidence and skills to recognise and support vulnerable customers
- Provide training in the companies GDPR guidelines to ensure customer data is protected
- Provide training in using all associated systems used by front line staff in CS
- Support Team Managers with additional tasks for agents who require more intensive coaching plans to be successful in their role
- Review and create training material as required
- Work in conjunction with the management team to ensure that training deliverables are achieved within agreed timescales
- Maintain records of training delivered at individual level and feed into skills matrix. Retain clear record of training delivered
- Contribute to the continuous improvement of training delivery
- Develop customer conversations that complement training and that demonstrate to users how to apply learnings
- Review Quality to ensure training is effective
Responsible for electricity distribution to 3.5 million homes and businesses across Central & Southern Scotland, Cheshire, Merseyside, North Wales & North Shropshire
Customer Service Team of approx. 350 FTE including a virtual Call centre operation with 2 sites based in Glasgow City Centre (HQ) and Prenton
24 hour, 365 day operation
What you’ll bring
- Previous experience of working in a customer service environment (preferable DCC skills)
- Good people skills
- Excellent system knowledge
- Excellent communication skills
- Ability to work on own initiative
- Ability to remain calm and customer focused under pressure
- Ability to respond positively and controlled in the classroom setting
- Ability to support delegates at all times
- The ability to deliver training on our vulnerable customers process and procedure
- Knowledge of complaint handling and resolution advantageous
- Has demonstrated an excellent attitude to their current role
- Is excited and enthusiastic about delivering exceptional service
Minimum Criteria
- Excellent communication and interpersonal skills
- DCC Customer service experience
- Vulnerable customer experience in a call centre environment
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%. At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:
- 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
Why SP Energy Networks
SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.
Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.
We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to careers@scottishpower.com.
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 Job Posting End Date below May-8-2026
Customer Service Coach employer: Iberdrola Energie Deutschland GmbH
Contact Detail:
Iberdrola Energie Deutschland GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Coach
✨Tip Number 1
Get to know the company! Research SP Energy Networks and understand their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Coach, you'll need to demonstrate excellent people skills. Role-play common scenarios with friends or family to build your confidence and refine your approach.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Service Coach
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Coach role. Highlight your relevant experience in customer service and any training you've delivered before. We want to see how you can bring your unique skills to our team!
Show Off Your People Skills: In your application, don’t forget to showcase your excellent communication and interpersonal skills. We’re looking for someone who can connect with others and support them effectively, so share examples of how you've done this in the past.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Iberdrola Energie Deutschland GmbH
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Coach inside out. Familiarise yourself with the key responsibilities, especially around training and supporting staff. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your People Skills
As a Customer Service Coach, you'll need excellent communication and interpersonal skills. Prepare examples from your past experiences where you've successfully trained or supported others. Highlight how you’ve handled difficult situations, especially with vulnerable customers, to demonstrate your ability to remain calm and focused under pressure.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle specific training challenges or customer service issues. Practising these scenarios can help you articulate your thought process and problem-solving skills effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training programmes currently in place or how success is measured for a Customer Service Coach. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values.