Extra Care Team Leader

Are you ready to power everyday life for millions? Join #Team Powergrid and power your career!

An exciting opportunity has arisen to join a forward‑thinking organisation powering 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire, and northern Lincolnshire areas. Northern Powergrid is committed to creating a greener energy system while delivering exceptional customer experiences and setting new standards in the energy sector.

As the Extra Care Team Leader you will oversee the daily operations and performance of the Extra Care Team, ensuring customers receive pro‑active contact and appropriate support in line with agreed processes whilst being creative and flexible in approach to meet customer needs. You will personally handle and lead the service delivery for our customers most in need, ensuring a personalised service.

You will monitor performance, drive improvement across the business, and support a customer‑focused culture.

Along with a competitive salary between £39,671 - £45,049 we also offer great benefits such as:

• Excellent opportunities for career growth
• Onsite parking

We’re excited to hear from candidates with a passion for our company and the industry and a desire to succeed.
Apply now and we’ll be in touch.

• Lead our Extra Care service, developing tailored service plans and support for our customers most in need.
• Lead a team of advisors responsible for identifying those customers who require an enhanced service, agreeing the support plan and communications in place for them.
• Working collaboratively with field operations and the contact centre to ensure a consistent high standard of communication is achieved.
• Hold the team to the highest standards, always delivering a 10/10 service and building customer trust in our service.
• Coach and develop the team to meet the quality framework 10/10 standards, meet resolution targets and closely monitor performance to ensure value is delivered.
• Work with the wider business to develop, agree and implement plans for each identified customer group.
• Reduce customer dissatisfaction through pro‑active identification of support requirements, personally handling complex or particularly sensitive cases through to resolution.
• Promote a customer first mindset across the team to ensure that the service delivered by the team improves customer satisfaction.
• Analyse team and customer data to identify trends, recurring issues, and opportunities for improvement.
• Contribute to root cause analyses and continuous improvement initiatives across the customer service directorate and into field operations – working closely with the improvement project managers.
• Make recommendations to the extra care manager to improve processes, reduce complaints, and enhance the customer journey.
• Communicate clearly and consistency with the team, sharing updates, changes, and best practices.
• Support the implementation of new systems, processes, and policies.
• Embrace the opportunity to develop a service which matures our service offering and ultimately seeks to become more pro‑active, providing a link across all customer facing teams.
• Excellent customer service skills within a supervisory position, but more importantly the drive to continually improve and recognise how to prevent dissatisfaction.
• A passion for Customer Service and doing the right thing by our customers.
• Good organisational skills and attention to detail.
• Strong communication and interpersonal skills, with the ability to coach and motivate others.

• 2 A Levels or HNC or above or NVQ Level 4
• Experience in a customer service leadership role, ideally involving complex customer needs
• Strong written English skills, to adapt communication across a range of channels
• Proven ability to manage sensitive or challenging situations calmly and effectively

• Knowledge of relevant customer service standards

Visit  to find out more about this and other career opportunities.

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re‑assignment, race, age or disability, in accordance with the Equality Act 2010.