Avangrid is seeking a Team Manager for its Glasgow office to lead a team of customer service agents in a technology-enabled contact center. The role involves ensuring exceptional customer service, compliance with regulatory standards, and effective team management
Job Summary
As Team Manager, you’ll deliver customer satisfaction and achieve business performance targets through effective leadership, mentoring and coaching of customer service agents.
Manage call centre agents virtually between Glasgow and Prenton offices to deliver exceptional Customer Service and manage inbound service levels to maximise agent availability.
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits including 36 days annual leave and a pension scheme.
Matching Summary
Match Score: 85
Avangrid is seeking a Team Manager for its Glasgow office to lead a team of customer service agents in a technology-enabled contact center. The role involves ensuring exceptional customer service, compliance with regulatory standards, and effective team management.
Salary
£44,000 - £55,000 per annum
Skills & Requirements
Must-have
Customer Service Contact Centre experience
Team Leader / Manager experience
Ability to coach, train and mentor staff
Good planning & organising capability
Strong Leadership and motivational skills
Excellent communication and interpersonal skills
Computer literacy including Microsoft Office
Nice-to-have
Comfortable operating in a technology-enabled emergency contact centre
Experience using Salesforce or similar CRM/contact centre platforms
Flexible approach to working hours
Proactive and flexible during exceptional events
Key Requirements
Experience working in environments with advanced call handling, prioritisation or decision-support systems
Experience in a customer service environment
Excellent communication skills
Good planning & organising capability
Ability to act decisively in fast-changing circumstances
Computer literacy, including strong knowledge of key Microsoft Office packages (Excel, Access, PowerPoint)