We need everyone's positive energy and innovative thinking to lead the energy transition to net zero. That's why we welcome applications from all backgrounds and experiences and have a range of flexible working options to suit everyone!
Here's what you'll be doing
npower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector. I&C is a £7 billion revenue business serving c20,000 customers and approximately 200,000 meter points.
Right now, we are looking for a Performance & Coaching Lead to join our team. For this role you will be responsible for the continuous development of colleagues across all of the teams within Corporate & Strategic service. You will provide performance coaching across the teams, ensuring best in class customer service is being implemented and adhered to, along with appropriate end to end process management. This role offers the hybrid working approach, where you will be working in the office (Solihull) 2 days per week.
Key responsibilities
- Own the performance coaching within all teams and identify any areas for performance improvement.
- Responsible for ensuring compliant management of complaints for Corporate & Strategic customers and supporting service teams in the resolutions of and adherence to complaints processes.
- Be the main point of contact for Managers in all things coaching and performance related.
- Work closely with all Managers to ensure best practice within their respective teams.
- Active call listening to identify areas for improvements against a performance call listening framework.
- Provide specialist industry, system and process knowledge across the teams.
- Ensure best in class customer service and appropriate end to end process management is adhered to within each team.
- Investigate and report any process or customer issues highlighted during any performance coaching.
- Conduct coaching sessions using performance coaching plans and management development plans.
- Through coaching and support improve team performance to achieve department KPIs.
- Act as a super user to enhance and support system knowledge, support coach and develop new staff members to an excellent standard.
- Working alongside the Managers, coach under performing team members to achieve and maintain performance levels in line with company standards.
What we need from you
- Demonstrable experience of coaching, mentoring and performance management within customer facing teams.
- Exceptional attention to detail, with strong organisation skills.
- Excellent stakeholder management and relationship building skills.
- Knowledge and passion for best practice within a customer service environment.
- The ability to work in a fast paced, changing environment.
It would be great if you had
- Leadership and management experience.
- Experience of working in a B2B energy customer facing role.
- Knowledge of Junifer.
Here’s what you need to know
- Award-Winning Benefits: Our market-leading benefits package includes 26 days of holiday plus bank holidays, a generous pension scheme, life cover, bonus opportunities, and access to 20 flexible benefits with tax and/or NI savings. Recognised with the Personnel Today Reward, Recognition and Benefits Award 2022, our benefits truly stand out.
- Recognised for Family-Friendly and Hybrid Policies: In 2024, we earned Double Recognition at the Personnel Today Awards for our exceptional family-friendly and hybrid working initiatives. Let’s discuss how we can work together flexibly.
- Inclusive Employer: As the only energy company in the Inclusive Top 50 UK Employers (currently ranked 8th), we’re committed to equal opportunities, diversity, and fairness for everyone.
- Support for Disabled Applicants: As a Disability Confident Employer, we guarantee an interview for all disabled candidates who meet the minimum role criteria.
- Development Opportunities: With inclusive talent networks, learning resources, and skill-building programs, your career growth is a priority.
