Customer Experience Performance Officer

3 weeks ago

Horley, Surrey, United Kingdom SGN Full time
About the Role

We are seeking a dynamic individual to join our Customer Experience (CX) team as a Customer Experience Performance Officer. As a key member of our team, you will play a crucial role in driving exceptional customer service and ensuring SGN is the No1 GDN for Customer Satisfaction.

Key Responsibilities
  • Support operations colleagues to deliver excellent service, offering the right levels of support and coaching for customer satisfaction and complaint handling remotely and in the regional offices.
  • Drive behavioural change with the depot senior management team around CX objectives.
  • Attend senior manager meetings with customer satisfaction analysis, opportunities, and recommendations.
  • Review training material and techniques to ensure they are fit for purpose.
  • Provide continuous training to the entire workforce and targeting areas where improvements are identified.
  • Analyse and deliver business reports, ensuring areas for improvement are identified along with solutions.
  • Implement and progress key initiatives through internal projects.
  • Analyse customer enquiries, complaints, guaranteed standards of service, and satisfaction to understand trends and ensure improvement areas are fully targeted.
  • Provide incident support for the southern network.
Requirements
  • 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.
About SGN

SGN is currently paving the way in cutting-edge research and development towards a net zero energy system. 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 so that we can strive everyday to make the world a better place and look after each other, and our customers' safety. Be part of something big and make a difference today.

What We Offer

Everyone is different, so there's something in our benefits package for everyone. We want our workplace to be an innovative and inclusive place to work, where every single person feels empowered to achieve professional success.

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