Coach - Energy

Ombudsman Services; Nottingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An independent dispute resolution organization in the UK seeks a Coach to lead a team of Dispute Resolution Executives (DREs). The ideal candidate will drive performance, manage complex cases, and foster a collaborative team environment. Responsibilities include coaching, feedback provision, and achieving productivity targets, while maintaining empathy and a focus on excellent customer experiences. The role offers hybrid working options and a market-leading salary.

Benefits

Holiday buy scheme

Enhanced pension

Employee assistance schemes

Cycle to work scheme

Qualifications

• Experience providing case advice and support within a similar framework.
• Proven ability to manage complex cases while maintaining empathy and impartiality.
• Strong communication skills and advanced report writing abilities.

Responsibilities

• Lead and coach a team of DREs, providing necessary support.
• Facilitate constructive feedback and continuous improvement.
• Ensure the team is engaged in solving operational challenges.

Skills

Case management

Coaching skills

Strong communication

Empathy and impartiality

Job description

Are you ready to take the next step in your operational management journey? We're offering a permanent opportunity for a dedicated and driven individual to step into a Coach role within the Energy Ombudsman.

As a Coach, you will play a critical role in supporting and developing our team of DREs (Dispute Resolution Executives) to deliver fair and impartial outcomes for our customers. This role is ideal for someone who thrives in a collaborative environment and is passionate about coaching others while managing complex cases with precision.

This role is ideal for someone who thrives on problem-solving, is passionate about delivering excellent customer experiences, and wants to grow their career within a trusted, independent organisation that supports fair resolutions and improves standards across the energy sector.

Overview

Who are Trust Alliance Group?

The Energy Ombudsman has been helping consumers and energy providers resolve disputes fairly and independently for over 20 years. We’re part of the Trust Alliance Group, formed in 2022, which brings together several businesses previously part of Ombudsman Services. As a group, we’re developing diverse capabilities in areas such as digital alternative dispute resolution and case management technology — all aligned to our purpose of building and maintaining trust between consumers and businesses. Together, we’re committed to raising industry standards and delivering outcomes that make a real difference for the people and organisations we support.

What You’ll Be Doing

• Leading and coaching your team of DREs, ensuring they receive the necessary support and guidance to excel in their roles.
• Providing constructive feedbackto DREs, facilitating continuous improvement in their performance and skills.
• Adopting a motivational environmentthat promotes high performance and engagement among team members.
• Offering expertise and supportin handling complex or sensitive cases, ensuring fair and efficient resolution.
• Conducting regular performance reviewsto evaluate and enhance the progress of DREs.
• Setting and supporting the achievement of challenging targetsrelated to productivity, quality, and values-driven behaviours.
• Ensuring your community is engaged in solving operational and organisational challenges, always feeling able to provide feedback and contribute to our success.
• Delivering expert technical advice to DREs, aiding them in resolving disputes within established frameworks.
• Collaborating with colleagues across TAGto enhance front-line knowledge and streamline processes.
• Ensuring we communicate decisions clearly and effectively to promote transparency and understanding with customers.
• Supporting the Business Unit Operations Leaderin embedding continuous improvement initiatives across the team.

What You’ll Bring to the Role

• Experience providing case advice and support within a similar framework.
• A proven ability to manage complex cases while maintaining empathy and impartiality.
• Strong communication skills, including advanced report writing and the ability to deliver clear verbal feedback.
• A proactive approach to coaching and developing others, with a focus on solutions.
• Familiarity with dispute resolution frameworks and regulatory environments (desirable).
• Hybrid working on offer
• Market leading salary

The Company

The Energy Ombudsmanwas founded in 2006 to provide independent dispute resolution services, aiming to put consumers back into the position they were in before the issue occurred, whilst helping suppliers understand their consumers and improve their experience.

With over 2,500 energy companies signed up to our scheme, the Energy Ombudsman is the only alternative dispute resolution scheme in the UK energy sector. We\'re approved by Ofgem to impartially and independently handle disputes between consumers and energy suppliers.

Holiday buy Scheme

Enhanced pension

Employee assistance schemes

Cycle to work scheme

Our Values

• Balance

We take the time to listen. By valuing different perspectives and experiences, we aim to create a balanced, fair and thoughtful recruitment process.

• Courage

We show courage by being honest, fair, and unafraid to ask the right questions—creating a recruitment process that reflects our values and respects yours.

• Empathy

We know that no two candidates are the same. That’s why we work hard to make our recruitment process balanced, approachable, respectful, and people focused.

We believe in being open, transparent and genuine at every stage of the recruitment journey. That means being honest about who we are, what we stand for, and what you can expect.