At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service across various channels.
- Company: Join Northern Powergrid, powering 8 million customers and creating a greener energy future.
- Benefits: Competitive salary, generous leave, pension scheme, and free local attraction tickets.
- Other info: No energy industry experience needed; we value your attitude and leadership potential!
- Why this job: Make a real difference in the community while energising your career in a fast-paced environment.
- Qualifications: 2 A Levels or NVQ Level 3; strong customer service and communication skills required.
The predicted salary is between 30424 - 33323 £ per year.
Are you ready to power everyday life for millions? Join #TeamPowergrid and power your career! An exciting opportunity has arisen to join a forward‑thinking organisation powering 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire, and northern Lincolnshire areas. Northern Powergrid is committed to creating a greener energy system while delivering exceptional customer experiences and setting new standards in the energy sector.
We are on the look out for a customer‑centric professional who is committed to delivering exceptional "10 out of 10" service in every interaction. You will embody a "Customer First" mindset, provide quality and professional service while balancing the importance of both process and outcome. Your ability to create positive experiences and resolve issues effectively is key to your success.
As a Contact Centre Team Leader, you will be passionate about people, thrive in fast‑paced environments and love to make a difference. You will lead a team of Customer Service Advisors, helping them deliver top‑tier support and a consistent 10/10 experience with every interaction. We’re not just keeping the lights on, we’re building the network of the future, and we want you to help lead the charge.
Along with a competitive salary between £30,424 - £33,323, we also offer great benefits such as:
- Enrolment into our Pension Scheme with a generous company contribution
- Annual leave of 25 days, increasing with service + bank holiday entitlement
- Fully supported and structured training programme
- Reward and recognition scheme
- Employment benefits package including free tickets to local tourist attractions
- 24‑hour shift pattern which attracts a generous 27% shift allowance
We’re excited to hear from candidates with a passion for our company, the industry and a desire to succeed!
What you’ll be doing:
- Lead, coach and inspire your team to shine
- Balance leadership with hands‑on support on the Contact Centre floor
- Champion customer experiences across multiple channels such as social media, web chat, email & CRM
- Collaborate with other leaders to drive performance and engagement
- Keep safety at the front and centre for both colleagues and customers alike
What you’ll bring:
- 2 A Levels or NVQ Level 3 or ONC in Business Management
- A genuine care for customers and colleagues
- A positive attitude and love for fast‑paced environments
- Strong customer service and communication skills
- Confidence in handling a wide range of contacts
- Great attention to detail and organisational skills
- Solid IT skills, especially with Microsoft Office
Never worked in the energy industry? No problem! We’ll give you all the knowledge, it’s your attitude and leadership that counts! Join Northern Powergrid in powering communities, supporting the transition to net‑zero emissions, energising your career and being part of a team that makes a real difference every day.
If you would like any further information, please contact sarah.tolchard@northernpowergrid.com
Key dates:
- Closing date for applications: 16th July 2026
- Interviews: Week Commencing 27th July 2026
Applicants are considered on the basis of their suitability for the post, irrespective of sex, marital status, sexual orientation, gender re‑assignment, race, age or disability, in accordance with the Equality Act 2010.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Sunderland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern Powergrid. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northern Powergrid before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Leader in Sunderland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northern Powergrid:Your cover letter is your chance to shine! Tell us why you want to work at Northern Powergrid specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northern Powergrid!
How to prepare for a job interview at Northern Powergrid
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
