Customer Experience Performance Officer

4 weeks ago

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

We are seeking a dynamic and results-driven 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 leading Gas Distribution Network (GDN) for customer satisfaction.

Key Responsibilities
  • Support operations colleagues to deliver excellent service, providing coaching and guidance to achieve customer satisfaction and complaint handling targets.
  • Drive behavioural change with depot senior management teams to align with CX objectives.
  • Attend senior manager meetings to present customer satisfaction analysis, opportunities, and recommendations.
  • Review and refine training materials and techniques to ensure they are effective and fit for purpose.
  • Provide continuous training to the workforce, targeting areas for improvement.
  • Analyse and deliver business reports to identify areas for improvement and solutions.
  • Implement and progress key initiatives through internal projects.
  • Analyse customer enquiries, complaints, guaranteed standards of service, and satisfaction to understand trends and target improvement areas.
  • Provide incident support for the southern network.
Requirements
  • Previous experience in a coaching, training, or management role with a proven track record of positively influencing key performance improvements.
  • Strong interpersonal and influencing skills, with the ability to think strategically and identify key drivers of change.
  • Analytical mindset, with the ability to identify trends through various data streams and work with regions to deliver solutions.
  • Flexibility to work extra hours to attend incidents and deliver additional support on an ad-hoc basis.
  • In-depth knowledge of Microsoft Office applications.
  • Valid driving license, with a requirement to travel and work in assigned depots, covering operations and construction, a minimum of 3/4 days per week.
About SGN

SGN is a leading Gas Distribution Network (GDN) company, committed to delivering exceptional customer service and ensuring the safety and well-being of our customers. We are proud to be at the forefront of innovation, driving cutting-edge research and development towards a net zero energy system.

What We Offer

We offer a comprehensive benefits package, including a competitive salary, pension scheme, and opportunities for professional development and growth. We are committed to creating an inclusive and innovative work environment, where every individual feels empowered to achieve their full potential.

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