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For Companies At a Glance
- Tasks: Train and empower staff to deliver exceptional customer service with confidence and professionalism.
- Company: Join SP Energy Networks, a leader in renewable energy and part of the Iberdrola Group.
- Benefits: Enjoy 36 days annual leave, pension matching, and discounts on travel, health, and leisure.
- Why this job: Make a real impact by coaching others and supporting vulnerable customers in a dynamic environment.
- Qualifications: Strong customer service background, excellent communication skills, and a passion for helping others.
- Other info: Flexible working options and a commitment to diversity and inclusion in the workplace.
The predicted salary is between 27200 - 33600 £ per year.
Customer Service Coach
Location: Glasgow HQ, 320 St Vincent Street, Glasgow, G2 5AD
Salary: £32,240 – £40,300pa
Full Time / Permanent
Closing date: 18th July 2025
Help us create a better future, quicker!
Are you passionate about developing people and driving excellence in customer service? We’re looking for an enthusiastic and forward-thinkingCustomer Service Coachto join our team and play a key role in shaping the future of our Customer Service operations.
In this exciting role, you’ll be responsible for delivering high-impact training that empowers our staff to handle a wide range of customer calls with confidence, empathy, and professionalism.
What you’ll be doing
From day one, you’ll be supporting new starters on all call types, ensuring they’re fully equipped to provide outstanding service. But your impact won’t stop there—you’ll also be upskilling existing team members, helping them grow their capabilities and take on new challenges.
As our business evolves, you’ll lead on the coaching of new projects and business changes within the Customer Service team, keeping everyone aligned and ready to adapt. You’ll also play a vital role in supporting vulnerable customers by giving agents the tools and confidence to recognise and respond to their needs with care. Protecting customer data is another key focus, and you’ll ensure all staff are well-versed in GDPR guidelines and best practices.
You’ll provide hands-on coaching and support the team to build confidence in all frontline systems, making sure our agents are fully prepared to use the tools they need. For those who need a little extra support, you’ll work closely with Team Managers to deliver tailored coaching plans that help every individual succeed. You’ll also take ownership of reviewing and creating training/coaching materials, ensuring they’re always up to date, engaging, and effective.
Collaboration is at the heart of this role. You’ll work alongside the management team to ensure call quality and coaching goals are met on time, while maintaining detailed records of training delivered and feeding into our skills matrix. Your insights will help drive continuous improvement in how we support our employees to deliver the best service to our customers, and you’ll develop customer conversation guides that bring learning to life in real-world scenarios. By reviewing call quality, you’ll also help measure the impact of training and identify new opportunities to enhance performance.
What you’ll bring
We’re looking for someone with a strong background in customer service, ideally with experience in a call centre environment. You’ll need to bring excellent people skills and a solid understanding of the systems use as a call centre agent, along with outstanding communication abilities that allow you to connect with both colleagues and customers. The role requires someone who can work independently, stay calm under pressure, and maintain a customer-focused approach at all times.
In the coaching environment, you’ll need to respond positively and confidently, supporting employees throughout their learning journey. A key part of the role involves delivering coaching/training on our processes for supporting vulnerable customers, so a clear understanding and compassionate approach are essential. Knowledge of complaint handling and resolution would be a valuable asset.
We’re looking for someone who has consistently demonstrated a positive attitude in their current role and who brings energy, enthusiasm, and a genuine passion for delivering exceptional service.
This is your chance to make a real difference—not just in how we support and coach our employees, but in how we care for our customers. If you’re ready to inspire, lead, and grow with us, we’d love to hear from you.
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 Incentive Plan and Sharesave Scheme
- Payroll giving and charity matched funding
- Technology Vouchers – save more and spread the cost of your technology purposes
- Count us in – pledge to reduce carbon emissions and help fight climate change
- Electric Vehicle Schemes – to help you transition to green/clean driving
- Cycle to Work scheme and public transport season ticket loans
- Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
- Life Assurance (4x salary)
- Access to ‘nudge’ 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.
, , 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 -related support. If you need support, please reach out tocareers@scottishpower.com.
Mobility
Please note that any applicant who is not a 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
July-18-2025
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Customer Service Coach employer: Iberdrola Renewables
Contact Detail:
Iberdrola Renewables Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Coach
✨Tip Number 1
Familiarise yourself with the latest trends in customer service training and coaching. Understanding current methodologies will not only help you stand out but also show that you're proactive about your professional development.
✨Tip Number 2
Network with current or former employees of StudySmarter on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 3
Prepare to discuss specific examples from your past experiences where you've successfully coached or trained others. Highlighting your impact in previous roles will demonstrate your capability to excel as a Customer Service Coach.
✨Tip Number 4
Research the importance of GDPR and data protection in customer service. Being knowledgeable about these regulations will show your commitment to safeguarding customer information, a key aspect of the role.
We think you need these skills to ace Customer Service Coach
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and coaching. Use specific examples that demonstrate your ability to train and develop others, as well as your understanding of call centre operations.
Craft a Compelling Cover Letter: In your cover letter, express your passion for developing people and driving excellence in customer service. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience with vulnerable customers and GDPR compliance.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to connect with both colleagues and customers. Use clear and concise language, and consider including examples of how you've successfully communicated in previous roles.
Highlight Continuous Improvement: Demonstrate your commitment to continuous improvement by mentioning any initiatives you've led or participated in that enhanced training processes or customer service outcomes. This will show your proactive approach to coaching and development.
How to prepare for a job interview at Iberdrola Renewables
✨Show Your Passion for Coaching
Make sure to express your enthusiasm for developing others during the interview. Share specific examples of how you've successfully coached or trained individuals in the past, highlighting the positive outcomes that resulted from your efforts.
✨Demonstrate Empathy and Understanding
Since the role involves supporting vulnerable customers, be prepared to discuss your approach to handling sensitive situations. Share experiences where you showed empathy and understanding, and explain how you would equip agents to do the same.
✨Familiarise Yourself with GDPR Guidelines
As protecting customer data is crucial, ensure you have a solid understanding of GDPR regulations. Be ready to discuss how you would train staff on these guidelines and why they are important in maintaining customer trust.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle real-world situations. Practice responding to potential challenges that a Customer Service Coach might encounter, focusing on your coaching strategies and solutions.
