SGN
Customer Service Team Manager
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SGN – Customer Service Team Manager Glasgow | £35.9k – £44.4k per annum (dependent on skills and qualifications) | Full-time | Hybrid role
About SGN
Customer Service Team Manager leading our mission to deliver safety, warmth, and comfort to homes and businesses. Every team member plays a vital role in our regulated energy environments, driving world-class customer service while upholding compliance and community care, especially for vulnerable customers.
About the Role
As Customer Service Team Manager, you’ll lead a team of advisors delivering exceptional multi-channel customer service with a focus on 10/10 outcomes per interaction, regulatory adherence, and vulnerable customer support.
Key Responsibilities
- Lead, manage, and develop a Customer Service Advisor team, fostering high engagement, performance, and employee wellbeing.
- Steer high-quality service across all channels, meeting customer satisfaction targets and resolving complaints.
- Coach & performance-manage the team to meet costumer service KPIs while ensuring compliance with policies, procedures, and regulatory standards.
- Support escalations, risk management, and comparisons root-causes for unresolved customer issues.
- Champion vulnerable customer outcomes through proactive advocacy and support.
- Provide operational support across the customer service centre, contributing to quality audits, accreditations, and team continuity.
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Requirements
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- Proven managerial experience in customer service/operations teams (telecoms, utilities, or similar).
- Multi-channel customer service expertise, including performance management tools and interpreting management information (MI) metrics.
- Coaching & development experience—elevating team performance and tailoring support.
- ln regulated industries, adaptations to internal/compliance obligations.
- Strong problem-solving, communication, and vulnerability support skills.
- Hands-on experience handling customer complaints and adapting solutions for sensitive cases.
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Diverse Thinking Welcomed
SGN invests in perspective, not perfection. If the criteria seems challenging but you’d like to connect about how you can contribute—we’d love to hear from you!
Why SGN?
- Hybrid + benefits including Job’s total pension (6%|12%), flexible leave, Employee Assistance Programme, and retail discounts.
- Award-winning employer (CCA Gold for Workplace Culture + Inclusivity) with net-zero innovation at its core.
- Home-groups are listed in busy military workflows in clef-exoevexient tied to imperistests of inclusivity.
Support for You
Need any adjustments or adaptions during the application process? Requested support with accessibility or reasonable accommodations is fully backed by SGN’s Design team.
See full details About Us | Benefits | Diversity.
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