Customer Service Coach

Team Coach

Glasgow HQ, St Vincent Street

Salary £32,240 - £40,300 per annum

Grade  EN3

Permanent

Monday  - Friday 8:30am – 4:30pm with occasional evening and weekend work when required

Help us create a better future, quicker

As Team Coach, you’ll be responsible for the development and deployment of customer service training. Working closely with the operational management team to create and deploy engaging and creative coaching and training.

What you’ll be doing

Training new staff on call handling for all call types

Upskilling staff to expand their capabilities

Develop and deploy an ongoing programme of training for wider business resources to handle Faults and Emergency calls to ensure we have sufficient capability and resource in times of extreme weather and significant events.

Deliver training relating to any new projects or changes in the CS team.

Provide agents with the confidence and skills to recognise and support vulnerable customers

Provide training in the companies GDPR guidelines to ensure customer data is protected

Provide training in using all associated systems used by front line staff in CS

Support Team Managers with additional tasks for agents who require more intensive coaching plans to be successful in their role

Review and creating training material as required

Work in conjunction with the management team to ensure that training deliverables are achieved within agreed timescales

Maintain records of training delivered at individual level and feed into skills matrix.  Retain clear record of training delivered.

Contribute to the continuous improvement of training delivery

Develop customer conversations that compliment training and that demonstrate to users how to apply learnings

Review Quality to ensure training is effective.

Responsible for electricity distribution to 3.5 million homes and businesses across Central & Southern Scotland, Cheshire, Merseyside, North Wales & North Shropshire

Customer Service Team of approx. 350 FTE including a virtual Call centre operation with 2 sites based in Glasgow City Centre (HQ) and Prenton

24 hour, 365 day operation

What you’ll bring

Previous experience of working in a customer service environment (preferrable DCC skills)

Good people skills

Excellent system knowledge

Excellent communication skills

Ability to work on own initiative

Ability to remain calm and customer focused under pressure

Ability to respond positively and controlled in the classroom setting

Ability to support delegates at all times

The ability to deliver training on our vulnerable customers process and procedure

Knowledge of complaint handling and resolution advantageous

Has demonstrated an excellent attitude to their current role

Is excited and enthusiastic about delivering exceptional service

Minimum Criteria

Excellent communication and interpersonal skills

DCC Customer service experience

Vulnerable customer experience in a call centre environment

What’s in it for you

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%.

At ScottishPower, we believe it’s the little things we do in life that make a big difference. 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. That’s why our benefits include:

36 days annual leave

Holiday Purchase – perfect your work/life balance with extra annual leave

Share Schemes

Payroll Giving and Charity Matched Funding

Technology Vouchers – save more and spread the cost of your technology purchases

Electric Vehicle Schemes – to help you transition to green/clean driving

Cycle to Work scheme and Public Transport Season Ticket Loans

Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments

Life Assurance (4x salary)

Access to Savesmart 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 keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. 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 2044. And we’re taking it very seriously. We’re investing >£5.5 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. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

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. If you need support, please reach out to

careers@scottishpower.com

.

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

I

MPORTANT

Advert will close at 23:59 GMT the day before

Job Posting End Date

below

May-8-2026