At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service in a supportive environment.
- Company: Join SGN, a pioneering company transforming the gas industry with innovative technologies.
- Benefits: Enjoy competitive salary, hybrid work, enhanced family leave, and wellness support.
- Other info: Be part of an exciting new chapter at our Glasgow hub with excellent career growth opportunities.
- Why this job: Make a real difference by supporting customers and developing your team in a positive culture.
- Qualifications: Experience in managing customer service teams and a passion for developing people.
The predicted salary is between 30000 - 30044 £ per year.
We're looking for an experienced and inspiring Team Manager to support our Customer Service Centre and Careline teams. This is an exciting opportunity to lead, coach and develop a team of Customer Service Advisors, creating a positive, high-performing environment where colleagues feel supported to deliver exceptional service. You'll help ensure every customer receives the right outcome, particularly those in vulnerable situations who may need our help the most.
By developing your team and championing great customer service, you'll make a real difference to the customers and communities we serve.
Here’s how you will contribute…
- Lead, coach and develop a team of Customer Service Advisors, creating a positive, inclusive and engaging environment where colleagues enjoy coming to work, feel valued and supported, and are empowered to deliver their very best.
- Drive the delivery of outstanding customer service across all channels, ensuring every customer receives the right outcome while supporting customer satisfaction and service performance targets.
- Coach your team to deliver high-quality, compliant customer interactions, using performance insights, quality assurance and regular feedback to drive continuous improvement.
- Support your team with guidance and escalation management, ensuring customer enquiries and complaints are resolved efficiently, compassionately and in line with our regulatory requirements.
- Champion excellent support for customers in vulnerable situations, ensuring your team has the confidence, knowledge and empathy to provide the right help when it's needed most.
- Support innovation and continuous improvement by embracing new technologies, digital ways of working and customer insight to enhance the service we provide.
- Provide operational support across the Customer Service Centre, working collaboratively with managers to maintain service performance, support audits, external accreditations and wider business priorities.
What you'll bring:
- Experience leading or managing customer service teams within a contact centre or operational environment.
- A passion for developing people, building engaged teams and creating a positive, high-performing culture.
- Strong understanding of multi-channel customer service delivery and performance management.
- Proven experience coaching, developing and performance managing colleagues to achieve excellent customer outcomes.
- The ability to interpret management information (MI) and use data to improve team performance and customer experience.
- Experience working within a regulated environment, with a good understanding of compliance, policies and procedures.
- Experience supporting customers in vulnerable situations with empathy, care and professionalism.
- Experience managing customer complaints and complex customer enquiries.
- Strong communication, problem-solving and decision-making skills.
- An open and curious mindset, with a willingness to embrace change, support continuous improvement and adopt new technologies and ways of working.
If you're passionate about developing people, delivering great customer service and creating a team where people love coming to work, we'd love to hear from you.
Not sure you meet every requirement? Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives. If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.
If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.
Customer Service Team Manager in Glasgow employer: SGN Your gas. Our network.
SGN is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive and inclusive work culture in the heart of Glasgow. With competitive benefits such as a joint-contribution pension, enhanced family leave, and a commitment to employee growth through coaching and innovation, SGN empowers its team members to thrive while making a meaningful impact on the communities they serve. Join us in shaping a new chapter at our Customer Service Centre, where your leadership can inspire a high-performing team dedicated to delivering outstanding customer service.
Contact Details:
SGN Your gas. Our network. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SGN Your gas. Our network.. 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 SGN Your gas. Our network. 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 Customer Service Team Manager in Glasgow
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 SGN Your gas. Our network.:Your cover letter is your chance to shine! Tell us why you want to work at SGN Your gas. Our network. 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 SGN Your gas. Our network.!
How to prepare for a job interview at SGN Your gas. Our network.
✨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.
