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Head of Consumer and Customer Experience

3 months ago

Syston, United Kingdom Flogas Britain Full time

Head of Consumer and Customer Experience

Business Unit: Sales and Marketing

Location: Syston

Contract Type: Permanent

Hours: 37.5



Join Flogas Britain - Off-Grid Energy Leaders


At Flogas, we're not just offering a job; we're offering a chance to be a key player in an organisation that's at the forefront of innovation and change. As our company continues to grow and expand its horizons, we need creative minds who can embrace evolution and lead with a fresh perspective. Your passion for sustainability aligns perfectly with our commitment to creating a more sustainable future.


About the role


The Head of Consumer and Customer experience is a newly created senior role which is responsible for Customer Experience across the business and specifically the Consumer business unit.You will be responsible for all aspects of Consumer Sales, the Customer Experience Centre and driving new market leading Customer Propositions through the wider organisation. You will deliver profitable market share growth in the Consumer sector, through the development of strong commercial propositions, excellent customer service and effective sales leadership.


The principal function of the role is to deliver first class customer experiences and profitable market share growth in the Consumer sector, through the development of strong commercial propositions, excellent customer service, and effective sales leadership.


The Consumer sector and wider Customer Service is of strategic importance to Flogas Britain. Challenges in the market include infrastructure design, changes in customer expectations and demands with regards to service, and an increasingly savvy approach to energy supply/purchase.

The role will require balancing the delivery of strong margin performance, alongside generating new business, managing retention and delivery of customer service.


You will work closely with other leaders across the organisation to deliver the growth, margin and cost targets for the business. Your stakeholder management and influencing skills will be key in engaging your teams in the vision of the organisation, and also externally with our customers.


What you will be doing


• Strong performance management through a focus on coaching and development

• Lead the development and execution of the Consumer sales strategy

• Develop, launch and embed market leading Customer Propositions

• Lead the development and execution of a vulnerable customer strategy

• Develop propositions to deliver an ongoing pipeline of profitable growth, winning new business as well as retaining current customers

• Deliver improvement to the customer experience throughout the sales journey, measured, for example, through NPS scores

• Drive efficiencies in process performance, reducing cost

• You will be an agent for change within the organisation – leading on sales specific programmes and contributing subject matter expertise where required in wider transformation programmes.


About You


We know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.


• Drive results

• Customer Focus

• Communicates Influentially

• Develops effective teams

• Collaborates

• Situationally adaptable

• Cultivates Innovation


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How we will reward you


  • Competitive starting salary
  • Discretionary bonus scheme
  • Great annual leave package with opportunity to purchase up to 5 days extra leave
  • Enhanced family friendly package
  • Death in Service
  • Contributory pension scheme
  • Employee Volunteer Day’s to support the communities where you work and live
  • Learning and development opportunities to develop your skills, knowledge and talent
  • Access to a fully funded eye test and flu jab
  • Access and discounts on a range of health and wellbeing services i.e., health cash plan, discounted gym membership and our employee assistance platform
  • Access to our very own benefits platform which provides discounts to over 900 retailers, including days out, holidays and retail stores


Diversity, Inclusion, and Flexibility:


Flogas Britain are committed to fostering diversity and inclusion across our workforce. We actively encourage applications from candidates of all backgrounds, regardless of gender, age, sexual orientation, disability, ethnicity, or any other factor. We strive to build a diverse and supportive culture of respect and fairness for all.

​

As an inclusive employer, we recognise the importance of achieving the right work-life balance that works for you. Our people work differently depending on their role and needs, from hybrid working to flexible working arrangements. We are open to discussing alternative working arrangements - such as part-time hours and job shares, so please feel free to raise this with us.

​

About us


Flogas Britain is one of the largest distributors of off-grid energy in the UK and has over 35 years’ experience of providing solutions to both commercial and domestic customers, principally in the form of liquid gas. The business has a longstanding record of organic growth driven by new installations, underpinned by a strong technical engineering expertise and capability, which combined with a number of bolt-on acquisitions have resulted in its market share increasing from 10% to over 30%.


The business is at the forefront of the energy transition having developed a prominent track record in converting customers from higher emissions fuels to lower carbon and cleaner solutions for the last decade and is well placed with a significant range of opportunities to develop and diversify into New Energies into the future in line with our 2040 vision to provide 100% renewable solutions to customers.


The recent acquisition of Protech by Flogas Britain further extends the business’ capabilities in this regard to provide innovative and lower carbon solutions into the commercial sector; combining renewable-ready gas combustion with alternative technologies such as heat-pumps, solar power and electric vehicle charging to provide a complete solution to customers and assisting them on their own path to net zero.