Team Leader

Location: Leicester/ Home however travel may be required to other Centrica locations, or external sites for meetings, working sessions, stakeholder management etc We're looking for a brilliant Team Leader to join our team of colleagues in British Gas Business, that together are setting the standard in energy supply. In the complicated world of energy, we strive to make energy simple, creating a straightforward and hassle-free experience for our customers. Our philosophy is success comes when we're in it together, trusting each other and having fun along the way. And because we've got big plans to help our homes and businesses get closer to net zero, we can't stand still. We need to be always learning, ready to grow and move forward. The Team Leader is part of the Customer Services team. We are a small but perfectly formed team that have unending passion and dedication to making British Gas Energy a great place to work, with the right people in the right roles, in an environment where colleagues can maximise their contribution and fulfil their potential. What you'll be doing: Are you ready to take the lead in driving exceptional team performance? We're seeking a dynamic Team Performance Leader to inspire and elevate our team's capabilities. In this role, you'll be accountable for your team's performance against established goals, expertly identifying any metrics that fall short and developing actionable plans for improvement. Your passion for coaching will shine through as you conduct regular one-on-ones, quarterly reviews, and personalized development plans. You'll utilize your excellent verbal and written communication skills to foster growth and drive results. Data is at the heart of our decision-making. You will effectively analyse metrics to prioritize key performance indicators and translate them into specific, impactful deliverables. Your insights will help us enhance the customer journey and improve overall team efficiency, minimizing repeat contacts and escalations. We value a proactive, growth-oriented mindset. You'll tackle challenges head-on, manage recurring issues, and share valuable insights with leadership. Your ability to adapt across various workstreams will ensure we meet the evolving needs of our customers and stakeholders. As a collaborative leader, you'll engage with a diverse range of stakeholders-from Business Development Managers to Senior Management-ensuring that key business messages are clearly communicated and understood by your team. You'll also be instrumental in managing attendance and ensuring compliance with company policies and training standards.

• Proven Coaching Skills: Demonstrated success in developing team members through effective coaching strategies.
• Change Management: Thrives in transformative environments, leveraging opportunities to enhance the customer journey and support business growth.
• Planning and Prioritization: Strong ability to plan and prioritise tasks to meet and exceed targets while ensuring customer satisfaction.
• Customer Service Insight: Deep understanding of what constitutes an excellent customer service journey in the B2B energy market, with the ability to create actionable plans for the team.
• Data Manipulation: Skilled in transforming data into actionable insights and outputs.
• Effective Communication: Exceptional verbal and written communication skills to engage stakeholders at all levels, providing regular feedback to operational teams.
• Leadership in Huddles: Experience leading large team huddles to communicate and deliver key business messages effectively.
• Adaptability: Flexible and open to change, with a growth mindset and commitment to ongoing learning and self-improvement.
• Role Model for Culture and Values: Leads by example, promoting British Gas culture and values, while prioritising health, wellbeing, safety, and environmental responsibility.
• Results-Driven Attitude: Strong focus on achieving results and making commercially astute decisions to resolve customer inquiries efficiently.
• Hands-On Problem Solver: Proactively identifies issues and utilises resources to generate effective solutions with a can-do attitude.
• Analytical Background: Ability to analyse data and translate findings into improvement initiatives and coaching plans.
• Computer Literacy: Proficient in Microsoft Office (Teams, Word, Excel), Power BI, SAP CRM, ISU, and Workday.
• Prioritisation Skills: Experience managing multiple conflicting priorities to achieve successful outcomes.
• Stakeholder Engagement: Proven experience working collaboratively across a diverse group of stakeholders.
• Time Management: Strong organisational skills to perform effectively in a high-pressure environment.
• Change Implementation: Experience in embedding or delivering changes to improve customer journeys.
• Understanding of Brokers and Third Parties: Familiarity with the role of brokers and third parties in managing customer contracts.
  
  We are Centrica! We're so much more than an energy company. We're a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we're powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you're developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.
Your work here isn't just a job - it's a mission. We all play a vital role in energising a greener, fairer future.