Supervisor, Customer Contact Job at National Grid
Supervisor, Customer Contact
Location: Northboro, MA, US, 01532
Division: Customer Contact Delivery NE Gas
Job Type:
Requisition Number: 41466
Department:
Job Function: Customer Experience and Marketing
About us
National Grid is hiring a Supervisor, Customer Contact for our Customer Contact Delivery department in Northborough, MA
Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in
society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look
for new opportunities to grow, both ourselves and our business.
for new opportunities to grow, both ourselves and our business.
Job Purpose
To supervise, plan, coordinate and direct a team within a Business area in order to maintain a smooth and efficient function in line with departmental and National Grid requirements.
Key Accountabilities
- Supervise a culturally diverse workforce through coaching, counselling and team building to ensure tasks are carried out in an efficient manner.
- Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is given timely.
- Review and monitor the work of others; providing technical guidance when required, to ensure accuracy and timeliness of information.
- Monitor relevant business processes in order to identify opportunities for improvement.
- Develops a climate providing motivation, participation and opportunities for employee initiative.
- Execute instructions and requests, plan and organize resources and make appropriate arrangements to ensure that work is carried out efficiently and in line with relevant policies and processes.
- Monitor all Service Level targets and Key Performance Indicators to ensure compliance.
- Build a team environment, setting expectations to improve work performance and ensure representatives are complying with standards set for the by regulatory bodies.
- Supervisory/Interpersonal- Experience Required
Qualifications
- Associate degree
- 3 years of supervisory experience within a customer-centric/transactional organisation
More Information
Salary
$71,000 - $84,000 a year
Salary commensurate with location and experience
$71,000 - $84,000 a year
Salary commensurate with location and experience
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Nearest Major Market: Worcester
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