Performance & Coaching Lead

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!

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 x2 Performance & Coaching Leads 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.

• 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.

• Our market-leading benefits package includes 26 days holiday + bank holidays, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022! As the only energy company to feature in The Inclusive Top 50 UK Employers (our current ranking is 8th) we’ve proven that we’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.
• We realise the best people bring their energy at different times, so we’re happy to talk flexible working and offer a range of flexible working options, including full time, part time and job share.
• As a Disability Confident Employer we interview every disabled applicant who meet the minimum criteria for the role.
• We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.