Location
Birkenhead

Hours
Full Time / Permanent with Flexible / Hybrid options

Salary
£44,000 up to £55,000 (dependent on experience) plus a strong benefits package and career progression opportunities

About the Role
The Customer Service Delivery Team Leader is responsible for supporting and leading the team to deliver the targets and objectives of Customer Service and SP Energy Networks. This role involves providing excellent customer service to both internal and external customers and stakeholders. As Team Leader, you will drive a top 3 DNO position in Broader Measures Customer Scores (Unplanned Faults and Planned Outages), represent the department at internal Customer Service and Licence meetings, and provide professional leadership, support, and direction to Incident Controllers. You will proactively manage performance to maximise productivity, team objectives, and KPIs through training and development. Leading by example, you will ensure the incident management team meets regulatory and customer requirements while maximising rewards. Additional responsibilities include identifying opportunities to reduce charges and penalties, reviewing processes, influencing relationships within Customer Service and Licence departments to resolve problems, preparing and monitoring key performance indicators, and developing and implementing agreed solutions to areas of concern.

About the Company
SP Energy Networks is part of the Iberdrola Group, a global leader in renewable energy and one of the world’s largest integrated utility companies. Operating across Central and Southern Scotland, North Wales, and the North West of England, the company manages over 4000km of transmission network cables and lines, connecting infrastructure such as wind farms into the electricity system. SP Energy Networks is committed to Scotland’s Net Zero ambition by 2044 and is investing over £5.5 billion into its transmission network to support renewable energy growth. The company offers diverse career opportunities within a global organisation focused on sustainability, social purpose, and community engagement.

Benefits
Competitive salary reviewed annually
Double-matched pension contributions up to 10% company contribution
36 days annual leave plus Holiday Purchase scheme
Share Schemes
Payroll Giving and Charity Matched Funding
Technology Vouchers
Electric Vehicle Schemes
Cycle to Work scheme and Public Transport Season Ticket Loans
Healthcare options including Dental Insurance, Private Medical Insurance, Health Cash Plan, and annual Health Assessments
Life Assurance (4x salary)
Access to financial wellbeing support
Shopping, leisure, restaurant, gym discounts and unique employee travel insurance deals

Experience
Previous experience managing a large team, preferably in a 24/7 operational environment
Current delivery/operational knowledge and experience
Track record of coaching, mentoring, and developing team performance
Knowledge of PowerOn and CRM systems preferred
Network knowledge advantageous
Understanding of HR processes desirable

About You
Experienced people manager with excellent negotiation, influencing, communication, and people management skills
Ability to create a positive team culture and manage a 24/7 team effectively
Strong problem-solving skills with the ability to devise solutions involving internal and external customers
Excellent prioritising and organisational skills
Attention to detail with a strong customer focus
Ability to work to deadlines and agreed SLAs
Flexible approach to business change and confident in managing customer and supplier expectations professionally

Qualifications
Knowledge and understanding of Microsoft Office suite essential