Northern Powergrid
Contact Centre Team Leader
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Contact Centre Team Leader
# Contact Centre Team Leader – Northern Powergrid
⚡ Are you ready to power everyday life for millions? Join #TeamPowergrid and power your career!
About the Role
Northern Powergrid is seeking a customer-centric professional to join our team and drive exceptional service excellence. Based in the Northeast, Yorkshire, and northern Lincolnshire, we serve 8 million customers across 3.9 million homes and businesses, delivering a greener energy system while maintaining outstanding customer experiences.
As a Contact Centre Team Leader, you’ll lead a team of Customer Service Advisors, ensuring consistent 10/10 experiences in every interaction. There’s a pressing need for someone who thrives in fast-paced environments, loves making a difference, and can balance leadership with hands-on support to build the energy network of the future.
Key Responsibilities
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Leadership & Coaching:
- Lead, coach, and inspire your Customer Service Advisor team to deliver top-tier support.
- Foster a culture where exceptional service is the standard.
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Customer Excellence & Collaboration:
- Champion omnichannel customer experiences across social media, web chat, email, and CRM systems.
- Collaborate with other leaders to drive team performance, engagement, and performance metrics.
- Empower your team to drive positive outcomes and continuous service improvement.
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Operational Leadership:
- Balance frontline support with leadership responsibilities, ensuring the Contact Centre runs efficiently.
- Stay proactively engaged with customer concerns while driving process adherence and goals.
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- Safety & Culture:
- Prioritise safety for colleagues and customers in every interaction and decision.
- Uphold Northern Powergrid’s commitment to excellence, innovation, and community impact.
What You’ll Bring
Qualifications & Experience
- 2 A Levels or NVQ Level 3/ONC in Business Management (or equivalent) is desirable, though not essential.
- If you’ve never worked in the energy sector—No worries! We’ll train you.
Attributes & Skills
- A genuine commitment to customers and colleagues, demonstrating a Customer First mindset.
- A positive, solutions-focused attitude that thrives in fast-paced environments.
- Proven leadership ability through experiences demonstrating coaching, motivation, and results-driven success.
- Strong customer service and communication skills, with experience handling diverse and complex contacts.
- Attention to detail and exceptional organisational capabilities to manage workloads effectively.
- Solid IT literacy, particularly with Microsoft Office Suite (including email management, CRM features, proficiency with messaging platforms, etc.).
Why It Matters
At Northern Powergrid, you’re not just keeping the lights on—you’re leading the UK’s journey toward net-zero emissions while transforming energy infrastructure. This leadership role gives you the opportunity to:
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- Create impactful change for customers daily.
- Invest in your development through structured training and rewards.
- Grow professionally in a company committed to innovative, sustainable solutions.
What We Offer
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Competitive Salary: £30,424 – £33,323 per annum, with excellent overtime rates.
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Work-Life Harmonising Benefits:
- 25 days annual leave (augmenting with service) + bank holiday entitlement.
- Fully supported training programme for continuous skill development.
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Rewards & Recognitions:
- Comprehensive rewards scheme to acknowledge outstanding performance.
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Lifestyle & Wellness Enhancements:
- Free tickets to local tourist attractions as part of our benefits package.
- Company pension scheme with generous contributions.
How to Apply
If this role aligns with your ambitions—and you’re eager to power your career while making a difference—, apply today!
📧 For further information, contact: Sarah Tolchard | sarah.tolchard@northernpowergrid.com
Key Dates
📅 Closing date for applications: 16th July 2026 🗓 Interviews: Week Commencing 27th July 2026
✨ We celebrate diversity and recognise that the right talent isn’t about background—just attitude, leadership, and potential. In line with the Equality Act 2010, we welcome applications from all qualifyings and marginalised groups. Everyone belongs here.
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