Customer Experience Performance Officer

Do you want to be a part of an innovative and supportive team, where there are great opportunities for career progression and development? Are you ready for a new and exciting challenge, do you have the drive and ambition to really make a difference to our customers and our people? If this sounds like you, we have just the job for you. We are looking for a dynamic individual to join our Customer Experience (CX) team. Are you the right person to help and support our people to deliver exceptional customer service and ensure SGN is the No1 GDN for Customer Satisfaction? If so, come join our team where you will work with our field and office colleagues as their regional CXO, ensuring they are fully equipped to be able to deliver simply excellent customer service in their distinctive roles. You will take pride in jointly owning customer performance in your regional depots, and relish outperforming our customer broad measures for Customer Satisfaction and complaint handling. What will you be doing day to day? Support operations colleagues to deliver excellent service, offering the right levels of support coaching for customer satisfaction and complaint handling remotely and in the regional offices. Drive behavioural change with depot senior management team around CX objectives. Attend senior manager meeting with customer satisfaction analysis, opportunities and recommendations. Review training material and techniques ensuring they are fit for purpose. Continuous training to all workforce along with targeting areas where improvement areas identified. Analysis and delivery of business reports, ensuring areas for improvement identified along with solutions. Responsible for implementing progress of key initiatives through internal Projects. Analysis around customer enquiries, complaints, guaranteed standards of service satisfaction to understand trends and fully ensure improvement areas are targeted. Incident support for southern network. What you’ll need You will have previous experience in a coaching, training or management role which includes positively influencing key performance improvements. You will have strong interpersonal influencing skills and can think strategically to identify key drivers of change for each work stream, depot, contractor, fully supporting each through to implementation. You must be analytically minded, and able to identify trends through various data streams, then work with the regions to deliver solutions. You must be flexible and prepared to work extra hours to attend incidents and deliver additional support on an ad-hoc basis. An in-depth knowledge of Microsoft office applications is essential. As this role will involve a significant amount of travel therefore a valid driving license is essential. You will be required to be out working in your assigned depots covering Operations and Construction, a minimum of 3/4 days per week. If you don’t have all the qualifications, we would still love to hear from you… we provide our own specialised learning and development programs, providing access to learning tools to help you acquire the skills needed to excel in our environment. What’s in it for you? Job security and genuine learning and development opportunities Holiday and sickness package HolidayPlus - Buy up to 10 additional days holiday, available all year round Retail leisure discounts Cycle2work scheme Company pension scheme – with company contributions between 6 -12% (depending on length of service and personal % contribution) Gym mobile discounts Virtual GP - Our GP Helpline is a virtual GP service which offers unlimited access to GP at a time which suits you. What we do… We’re on a journey to transform the future of gas and we think outside the box – futuristic technologies and robotics are leading our innovation. Keeping our customers safe and warm is what we do but beyond that, we want to make the world a better place, which is why we’re passionate about helping in our communities, reducing our carbon footprint and driving innovation in our industry. At SGN, we strive to sustain our world through managing the network that distributes natural and green gas across the south of England and Scotland. We have an important responsibility to keep the gas flowing to 5.9 million homes and businesses. Your work directly impacts SGNs commitments to keeping our customers’ homes and businesses safe. SGN is an Equal Opportunities Employer Fostering a diverse and inclusive culture is something we are passionate about working towards at SGN. We want our workplace to be an innovative and inclusive place to work, where every single person feels empowered to achieve professional success. We are committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs.