Lead Resilience Manager - Birkenhead, Merseyside, United Kingdom - Iberdrola SA

Description

Office based – limited public transport access.

SP Energy Networks (SPEN) plays a vital role in ensuring we keep up with the evolving way our customers and communities generate, consume, and interact with energy through the provision of services that are crucial to the delivery of the Government's ambitious Net Zero and Low Carbon targets.

This means that our Distribution Call Centre (DCC) is vital in the transition to NetZero.

This is where our customers report network faults and supply issues meaning that you will be managing the first point of contact for these customers.

From inbound calls, to emails, to social media - we want to make it easy for our customers to get in touch.

With our business at the mercy of big events such as storms, it's vital that we log calls and faults to ensure that our customer issues are dealt with quickly, efficiently, and effectively regardless.

And most important of all, we want to deliver a first-class customer experience while we do it

This position has a rotational shift pattern comprised of 4 shifts with start and finish times between 7am and midnight, and involves 1 weekend shift each week (rotates between Saturday & Sunday).

As a part of the transition to Net Zero we are prioritising our customers.

Additionally, you will ensure that regulatory commitments are achieved whilst adhering to internal and external compliance standards, regulations and policies.

Managing (face to face and virtually) call centre agents located in both Glasgow and Prenton offices to deliver exceptional Customer Service.

Co-ordinate inbound service levels to maximise agent availability to answer calls in alignment within our regulatory standards and customer service commitments.

Provide regular support and guidance to your team through direct feedback, as well as coaching and motivating team members to ensure optimal performance.

Lead a collaborative and agile department that encourages staff development, creativity, and innovation.
Support our department in all aspects of change management.
Ongoing quality monitoring of performance implementing coaching plans where appropriate.
Ensure colleagues receive all relevant training and are able to provide a first-class service for all customer enquiries.

Closely collaborate with colleagues and other departments to ensure team members have the relevant information available to them in the event of an emergency call handling.

Being proactive and flexible in during exceptional events e.g. storms.
Manage HR process in line with company policy, such as performance and absence management.
Previous experience working in a Customer Service Contact Centre
Computer literacy, including strong knowledge of key Microsoft Office packages (Excel, Access, PowerPoint)
Flexible approach to working hours as part of Emergency operations

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%.

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.

36 days annual leave
Holiday purchase – perfect your work/life balance with extra annual leave
Share Incentive Plan and Sharesave Scheme
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 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 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.

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.

Office based – limited public transport access.
Help us create a better future, quicker

SP Energy Networks (SPEN) plays a vital role in ensuring we keep up with the evolving way our customers and communities generate, consume, and interact with energy through the provision of services that are crucial to the delivery of the Government's ambitious Net Zero and Low Carbon targets.

This means that our Distribution Call Centre (DCC) is vital in the transition to NetZero.

This is where our customers report network faults and supply issues meaning that you will be managing the first point of contact for these customers.

This position has a rotational shift pattern comprised of 4 shifts with start and finish times between 7am and midnight, and involves 1 weekend shift each week (rotates between Saturday & Sunday).

As a part of the transition to Net Zero we are prioritising our customers.

Additionally, you will ensure that regulatory commitments are achieved whilst adhering to internal and external compliance standards, regulations and policies.

Managing (face to face and virtually) call centre agents located in both Glasgow and Prenton offices to deliver exceptional Customer Service.

Co-ordinate inbound service levels to maximise agent availability to answer calls in alignment within our regulatory standards and customer service commitments.

Provide regular support and guidance to your team through direct feedback, as well as coaching and motivating team members to ensure optimal performance.

Lead a collaborative and agile department that encourages staff development, creativity, and innovation.
Support our department in all aspects of change management.
Ongoing quality monitoring of performance implementing coaching plans where appropriate.
Ensure colleagues receive all relevant training and are able to provide a first-class service for all customer enquiries.

Closely collaborate with colleagues and other departments to ensure team members have the relevant information available to them in the event of an emergency call handling.

Being proactive and flexible in during exceptional events e.g. storms.
Manage HR process in line with company policy, such as performance and absence management.
Previous experience working in a Customer Service Contact Centre
Computer literacy, including strong knowledge of key Microsoft Office packages (Excel, Access, PowerPoint)
Flexible approach to working hours as part of Emergency operations

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%.

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.

36 days annual leave
~ Holiday purchase – perfect your work/life balance with extra annual leave
~ Share Incentive Plan and Sharesave Scheme
~ 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 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 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.

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.