Customer Experience Performance Officer
3 weeks ago
We are seeking a dynamic and experienced Customer Experience (CX) professional to join our team at SGN. As a Regional CXO, you will play a critical role in ensuring exceptional customer service and driving business performance.
Key Responsibilities:
- Support operations colleagues to deliver excellent service and drive customer satisfaction.
- Drive behavioural change with the depot senior management team around CX objectives.
- Attend senior manager meetings and provide customer satisfaction analysis, opportunities, and recommendations.
- Review and develop training material and techniques to ensure they are fit for purpose.
- Provide continuous training to the entire workforce and target areas for improvement.
- Analyse and deliver business reports to identify areas for improvement and solutions.
- Implement and progress key initiatives through internal projects.
- Conduct customer enquiries, complaints, guaranteed standards of service, and satisfaction analysis to understand trends and target improvement areas.
Requirements:
- You must have previous experience in a coaching, training, or management role with a proven track record of positively influencing key performance improvements.
- You must have strong interpersonal and influencing skills, with the ability to think strategically and identify key drivers of change.
- 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.
- A valid driving license is required, as this role will involve a significant amount of travel.
Why SGN?
SGN is a leading company in the energy sector, committed to innovation and sustainability. We are dedicated to making a positive impact on the environment and our customers' lives.
What We Offer:
We provide a comprehensive benefits package, including opportunities for professional development and a supportive work environment.
Inclusion at SGN:
We believe in creating an inclusive workplace where every individual feels empowered to achieve their full potential. We value diversity and strive to create a work environment that is welcoming and respectful to all.
Safety is at the heart of everything we do, and we are committed to protecting our customers, employees, and the environment. We believe that our people are our greatest asset, and we are dedicated to supporting their well-being and career development.
How to Apply:
If you are a motivated and experienced professional looking for a new challenge, please submit your application to join our team at SGN.
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