Team Manager
Glasgow HQ, 320 St Vincent Street, G2 5AD
On-site role
Salary from £44,000 - £55,000 per annum
Closing Date: 22 April 2026
Help us create a better future, quicker
As Team Manager, you’ll deliver customer satisfaction and achieve business performance targets through effective leadership, mentoring and coaching of customer service agents. You’ll co-ordinate duties within the DCC ensuring compliance with Ofgem targets and commitments whilst adhering to internal regulations and policies.
This role will suit a manager comfortable operating in a modern, technology-enabled emergency contact centre.
What You’ll Be Doing
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%.
Benefits
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:
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.
IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below
April-22-2026
On-site role
Salary from £44,000 - £55,000 per annum
Closing Date: 22 April 2026
Help us create a better future, quicker
As Team Manager, you’ll deliver customer satisfaction and achieve business performance targets through effective leadership, mentoring and coaching of customer service agents. You’ll co-ordinate duties within the DCC ensuring compliance with Ofgem targets and commitments whilst adhering to internal regulations and policies.
This role will suit a manager comfortable operating in a modern, technology-enabled emergency contact centre.
What You’ll Be Doing
- Manage call centre agents virtually between Glasgow and Prenton offices to deliver exceptional Customer Service
- Manage inbound service levels to maximise agent availability to answer calls in alignment within our regulatory standards and customer service commitments
- Use real-time operational insight to manage call demand, agent availability and prioritisation, ensuring critical and vulnerable customers are identified quickly.
- Identify emerging risks, missed steps or performance issues through data-led monitoring and take timely corrective action.
- Manage co-ordination of outbound customers contacts via multiple channels to deliver prompt and accurate information to our customers.
- Provide regular support and guidance to your team through direct feedback, as well as coaching and motivating team members to ensure optimal performance.
- To lead a collaborative and agile department encouraging staff development, creativity, and innovation.
- Leading change and supporting our department in all aspects of change management
- Ongoing quality monitoring of performance implementing coaching plans where appropriate
- Ensuring staff are fully trained and able to provide a first-class service for all customer enquiries
- Work closely with colleagues and other departments to ensure team members have the relevant information available to them in the event of an emergency call handling
- Being proactive and flexible in during exceptional events e.g. storms
- Manage HR process in line with company policy, such as performance and absence management
- Experience working in a Customer Service Contact Centre
- Team Leader / Manager experience
- Ability to coach, train and mentor staff at all levels
- Good planning & organising capability
- Ability to remain calm, remain customer focussed and act decisively in fast changing circumstances
- Strong Leadership and motivational skills
- Excellent communication and interpersonal skills
- A team player
- Computer literacy, including strong knowledge of key Microsoft Office packages (Excel, Access, PowerPoint)
- Experience working in technology-enabled contact centre environments.
- Ability to interpret operational data and real-time insight to inform decisions
- Comfortable leading teams through digital or system-driven change.
- Strong judgement in deciding when systems support outcomes and when human intervention is required
- Experience using Salesforce or similar CRM/contact centre platforms to support call handling, case management and operational insight is advantageous.
- Flexible approach to working hours as part of Emergency operations
- 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)
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%.
Benefits
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
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.
IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below
April-22-2026