DCC Adherence Lead

DCC Adherence Lead

Glasgow HQ 320 St Vincent Street G2 5AD/ Prenton office Prenton Way North Cheshire Trading Estate Merseyside England CH43 3ET

Salary 32240 - 40300 per annum benefits

Role fully based on-site

Due to remote location (Prenton) and shift pattern own transport is essential

Help us create a better future quicker

We are seeking a dynamic and experienced Adherence Manager in SP Energy Networks Distribution Call Centre to join our team. The Adherence Manager is responsible for ensuring that call centre agents are available to take faults and emergency calls which include logging critical calls immediately. This role is crucial in maintaining operational efficiencies and meeting service levels by ensuring the call centre agents are complying with schedules shifts break times and adherence to call handling protocols.

What youll be doing

Monitor Agent Adherence:

• Track and analyse agent adherence to schedules including login/logout times break durations and call handling times. Responsible for real time call performance in the Distribution Virtual Call Centre. Ensure agents are available to take faults and emergency calls and log critical calls immediately without delay.

Performance Analysis:

• Utilize workforce management tools to generate reports on adherence metrics and identify areas for improvement.

Training and Development:

• Highlight training sessions to educate agents on the importance of adherence and provide strategies for maintaining compliance. Identify agents that may need support and directing Team Manager / Floorwalker to that agent.

Real-Time Management:

• Manage real-time adherence issues making necessary adjustments to schedules and addressing any deviations promptly. Responsible for driving and supporting performance in order for the DCC to reach overall targets. Ensure wider customer service team are logged on for overflow calls

Collaboration:

• Work closely with team leaders and supervisors to ensure adherence policies are understood and followed.

Reporting:

• Prepare detailed reports for senior management on adherence performance highlighting trends and recommending corrective actions.

Compliance:

• Ensure all adherence practices comply with company policies and industry regulations.

DCC Processes:

• Ensure 100% of call backs are planned and completed on time.
• Ensure wider customer service team are logged on for overflow calls
• Identify any abandoned calls and allocate calls backs to agents
• Monitor mailboxes respond to complaints and email queries
• Ensure messages are put on the IVR timely and messages are sent timely.
• Respond appropriately to Customer Complaints taking ownership and resolving as appropriate
• Manage Customer Needs and resolve for customer where appropriate
• Deliver excellent customer service to all aspects of the operation and actively promote customer service standards within area of responsibility
• Monitor Social Media to ensure customers are being responded to appropriately and in a timely manner
• Update planning with any schedule changes due to absence lateness and other on day leave
• Manage and resolve any system exceptions

What youll bring

• Working knowledge of Salesforce & Distribution Call Centre Processes
• Experienced in the use of Microsoft packages particularly Excel and Word
• Working knowledge of regulatory issues & key measures
• Clear and concise Reporting
• Ability to work as part of a multi-functional team as well as on their own
• Working knowledge of Energy Networks policies procedures and working practices
• Experienced customer service advisor with the ability to take the lead and resolve customer issues
• Developed negotiation communication and analysis skills.
• Working knowledge Energy Network IT systems.

Minimum Criteria

• Experience:Experience in a call centre environment with experience in a supervisory or adherence-focused role.
• Skills:Strong analytical skills proficiency in workforce management software excellent communication and interpersonal skills.
• Attributes:Detail-oriented proactive and able to work under pressure in a fast-paced environment.

Whats 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 well double match your contribution up to a company contribution of 10%.

At ScottishPower we believe its the little things we do in life that make a big difference. From helping you look after your familys 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. Thats 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

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group one of the worlds 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. Its a role that puts us right at the heart of Scotlands ambition to be Net Zero by 2044. And were taking it very seriously. Were 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 youll 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 .

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

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