Customer Experience Performance Officer

1 month 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.

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