Cornerstone | Senior Customer Service Manager
vor 2 Wochen
Senior Customer Service Manager
Location: Perth (Office based with some hybrid working)
Salary: Personal Contract
Perks & Benefits: Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more
Reference: REQ4452
We have an exciting opportunity for the right person to look after our Customer Service Centres.
You will be joining a small, but passionate team, who are proud to be recognised as the Number One Gas Distribution Network in the UK for Customer Satisfaction, working hard to ensure the 5.9 million homes and businesses we serve in the south of England and Scotland are safe and warm.
We deliver safety, warmth, and comfort to homes and businesses across the community.
Whether you're supporting from the office or working on the front line, every role plays a part.
How you'll support us on our mission to keep people safe and warm... Overall management and responsibility for the Customer Service Centres across Perth and Portsmouth, overseeing people and performance management, recruitment, HR, and employee engagement, while reporting to the Director of Customer Services.
Analysing performance management information and reviewing current practices to identify potential areas for change, improvements, and initiatives.
Managing budgets and staffing costs in line with defined parameters.
Supporting the successful implementation of any changes or projects impacting the department.
Demonstrating a strong understanding of customer complaint and redress processes, such as the Ombudsman.
Ensuring compliance with Customer Service Centre KPIs and overseeing complaints management across the department.
Participating in rotational standby to support large unplanned gas outages as and when they occur.
Additionally, playing a pivotal role in the effective management of these outages.
Delivering a sector-leading customer experience that reaffirms our position as the number one network for customer satisfaction.
Upholding the delivery of the vulnerable customer contact strategy.
Positively influencing Directors, Heads of Department, and Regional Managers across both networks to drive customer service performance.
Defining our customer contact strategy and overseeing our CRM system.
Leading your team to deliver against accreditations and recognised standards.
What you'll need We're looking for a blend of skills and attributes that make you a great fit for this role.
If you don't tick every box, don't worry – we provide tailored learning and development programs to help you grow and succeed with us.
Be a confident leader with excellent and effective communication skills at all levels within the business and external stakeholders.
Have a minimum of 12 months in a similar leadership role.
Experience of managing at a senior management level, and experience of managing within a customer contact centre environment.
Have a financial and commercial awareness.
Be able to confidently multitask between the management of the day to day running of the contact centre, complaints/customer satisfaction management, project delivery, and resourcing/HR matters.
Have a strong understanding of resolving customer dissatisfaction, complaint compliance and redress processes, ensuring continued growth with our reputation while ensuring customer dissatisfaction is handled fairly.
Develop and improve customer journeys not only within the department but working with the business to drive improvements in service, reducing contact and ensuring the customers journey with us is as easy and effortless as possible.
Experience working on projects is preferred.
Hold a full driving license, as this is a requirement for the role.
Why SGN?
SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system.
Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm .
Join us in making a real difference—today and for the future.
Here's what we offer you
Inclusion is at the heart of everything we do
If you require any accommodations or support during the application process, please feel free to reach out to us.
We're here to help ensure an inclusive and accessible experience for everyone.
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