Job Description

Customer Service Coach
Location: Prenton, North Cheshire Trading Estate, Birkenhead, CH43 3ET
Salary: 32,240 - 40,300pa
Full Time / Permanent
Closing date: 18th July 2025
Help us create a better future, quicker!
Are you passionate about developing people and driving excellence in customer service? We're looking for an enthusiastic and forward-thinking Customer Service Coach to join our team and play a key role in shaping the future of our Customer Service operations.
In this exciting role, you'll be responsible for delivering high-impact training that empowers our staff to handle a wide range of customer calls with confidence, empathy, and professionalism.
What you'll be doing
From day one, you'll be supporting new starters on all call types, ensuring they're fully equipped to provide outstanding service. But your impact won't stop there--you'll also be upskilling existing team members, helping them grow their capabilities and take on new challenges.
As our business evolves, you'll lead on the coaching of new projects and business changes within the Customer Service team, keeping everyone aligned and ready to adapt. You'll also play a vital role in supporting vulnerable customers by giving agents the tools and confidence to recognise and respond to their needs with care. Protecting customer data is another key focus, and you'll ensure all staff are well-versed in GDPR guidelines and best practices.
You'll provide hands-on coaching and support the team to build confidence in all frontline systems, making sure our agents are fully prepared to use the tools they need. For those who need a little extra support, you'll work closely with Team Managers to deliver tailored coaching plans that help every individual succeed. You'll also take ownership of reviewing and creating training/coaching materials, ensuring they're always up to date, engaging, and effective.
Collaboration is at the heart of this role. You'll work alongside the management team to ensure call quality and coaching goals are met on time, while maintaining detailed records of training delivered and feeding into our skills matrix. Your insights will help drive continuous improvement in how we support our employees to deliver the best service to our customers, and you'll develop customer conversation guides that bring learning to life in real-world scenarios. By reviewing call quality, you'll also help measure the impact of training and identify new opportunities to enhance performance.
What you'll bring
We're looking for someone with a strong background in customer service, ideally with experience in a call centre environment. You'll need to bring excellent people skills and a solid understanding of the systems use as a call centre agent, along with outstanding communication abilities that allow you to connect with both colleagues and customers. The role requires someone who can work independently, stay calm under pressure, and maintain a customer-focused approach at all times.
In the coaching environment, you'll need to respond positively and confidently, supporting employees throughout their learning journey. A key part of the role involves delivering coaching/training on our processes for supporting vulnerable customers, so a clear understanding and compassionate approach are essential. Knowledge of complaint handling and resolution would be a valuable asset.
We're looking for someone who has consistently demonstrated a positive attitude in their current role and who brings energy, enthusiasm, and a genuine passion for delivering exceptional service.
This is your chance to make a real difference--not just in how we support and coach our employees, but in how we care for our customers. If you're ready to inspire, lead, and grow with us, we'd love to hear from you.
What's in it for you
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%.
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 Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers - save more and spread the cost of your technology purposes
• Count us in - pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
• Life Assurance (4x salary)
• Access to 'nudge' financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks
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 July-18-2025