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- Tasks: Lead a team to deliver top-notch customer service and streamline support processes.
- Company: Join Northern Powergrid, powering millions with a commitment to sustainability.
- Benefits: Competitive salary, annual performance bonus, and onsite parking.
- Why this job: Make a real impact in the energy sector while enhancing customer experiences.
- Qualifications: Strong leadership and customer service experience required.
- Other info: Exciting career growth opportunities in a dynamic environment.
The predicted salary is between 60000 - 65000 £ 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.
Reporting to the Director of Customer Service, the Customer Service Support Manager plays a pivotal leadership role within our Customer Service directorate here at Northern Powergrid. You will be responsible for leading the delivery of high quality, efficient and streamlined services to both our internal and external customers, whilst working across boundaries to influence and enable the highest possible delivery.
Along with a competitive salary between £60,000 - £65,000, we also offer great benefits such as:
- Annual performance bonus of up to 15%
- Onsite parking
We’re excited to hear from candidates with a passion for our company and the industry and a desire to succeed. Apply now and we’ll be in touch.
Key Responsibilities- Ensure Customer Service Support is an integral part of the customer service journey, owning and leading the delivery of high-quality support services and ensuring consistent service standards.
- Lead effective stakeholder engagement, collaborating across teams and organisational boundaries to deliver shared outcomes and realise results.
- Actively performance manage across all support functions, setting clear metrics and monitoring outcomes to ensure optimum productivity.
- Lead the implementation and adoption of continuous improvement initiatives, always looking for opportunities to streamline processes and enhance governance to support the customer and colleague experience.
- Encourage cross team collaboration, identifying any multi-skilling opportunities to ensure delivery against priorities.
- Lead the team to be recognised as experts in customer service excellence, defining best practice ways of working and driving efficiencies to continually improve the customer experience.
- Establish and maintain strong operational controls, ensuring governance, performance measures, and quality assurance processes are firmly embedded in all supporting teams; ensure adherence to the quality frameworks across the Customer Service Support teams contributing to the teams delivering a 10/10 service.
- Lead and support direct reports through performance objectives, day to day guidance, tailored coaching, regular 1:1 meetings and meaningful conversations to drive development and accountability.
- Drive employee engagement, ensuring the working environment enables great customer service and encouraging development opportunities that will broaden the skills of the team.
- Deliver agreed operational projects within time, scope and budget, ensuring strong governance, risk management and successful outcomes.
- Have a keen eye for regulation, whilst pro-actively developing knowledge of compliance regulations to ensure the support teams operate accordingly.
- Strong performance management approach which drives results across the business, with the ability to set clear expectations and monitor delivery to achieve consistently high standards.
- Identify and implement continuous customer focused improvements, working collaboratively across teams to embed enhancements.
- Achieve all key performance measures, ensuring the team deliver against agreed targets.
- Experienced Customer Service professional with a strong leadership background.
- Proven experience of driving efficiency through innovation and forward thinking.
- Experience working within a regulated environment.
Key dates:
- Advert live: 3 February
- Advert close: 17 February
- Interviews: March 2026
- Start date: Subject to notice
Visit northernpowergrid.com/careers to find out more about this and other career opportunities.
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.
Customer Service Support Manager in Sunderland employer: Northern Powergrid
Contact Detail:
Northern Powergrid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Support Manager in Sunderland
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Northern Powergrid on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Northern Powergrid’s values and recent projects. Show us that you’re not just another candidate but someone who genuinely cares about powering a greener future.
✨Tip Number 3
Practice your STAR technique! When answering questions, structure your responses around Situation, Task, Action, and Result. This will help you clearly demonstrate your leadership skills and customer service expertise.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows us that you’re enthusiastic and professional, which is exactly what we want in a Customer Service Support Manager.
We think you need these skills to ace Customer Service Support Manager in Sunderland
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role and the company shine through. We want to see that you’re genuinely excited about powering everyday life for millions and making a difference in customer service.
Tailor Your Experience: Make sure to highlight your relevant experience in customer service and leadership. We’re looking for someone who can drive efficiency and innovation, so share specific examples of how you've done this in the past.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key achievements stand out. This will help us quickly see why you’d be a great fit for our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Northern Powergrid
✨Know Your Customer Service Inside Out
Make sure you brush up on the latest trends and best practices in customer service. Understand how Northern Powergrid operates and what sets them apart in delivering exceptional customer experiences. This knowledge will help you demonstrate your passion for the role and the industry.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you drove efficiency or implemented improvements. Be ready to discuss your approach to performance management and how you foster a collaborative environment.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific customer service challenges. Practice articulating your thought process and decision-making skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Your Commitment to Continuous Improvement
Northern Powergrid values innovation and efficiency, so come prepared with ideas on how to enhance customer service processes. Share any past experiences where you identified areas for improvement and successfully implemented changes that benefited both customers and the team.
