Head of Customer Service GB

Base Location: Perth, Reading, Portsmouth or any SSEN license area location

Salary: £101,000 - £151,400 + car /car allowance + performance-related bonus + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

The Head of Customer Experience will have overall responsibility for driving the customer service framework and experience for the Distribution business. This role will lead the development and implementation of strategies to foster a customer-centric culture and ensure the delivery of exceptional service standard responsible for aligning culture, behaviours, processes, people, and offerings with both current needs and future demands, ensuring Distribution remains ahead in customer service innovation

You will

• Be responsible for aligning culture, behaviours, processes, people, and offerings with both current needs and future demands, ensuring Distribution remains ahead in customer service innovation
• Be accountable for customer service delivery across Distribution, building a scalable and flexible customer service organisation that supports personalised customer experience including leveraging technologies such as the Amazon Connect cloud platform to optimise customer interactions and improve service delivery.
• Oversee the fulfilment of both current and future business plan commitments regarding customer service and the Customer Vulnerability Strategy
• Play a pivotal role in embedding a digital strategy throughout the Distribution business, with the aim of streamlining processes and enhancing overall customer satisfaction and engagement across all touchpoints
• Respond to emergency events including severe weather as required and ensure that all team members are similarly available to respond as appropriate to their role. Co-ordinate response teams across both licence areas to ensure maximum availability and efficiency of response to severe weather and emergency event

You have

• Proven knowledge and experience of developing and implementing Customer & Stakeholder strategy.
• Knowledge and understanding of the UK regulated environment, particularly licence obligations for electricity distribution with detailed knowledge of Customer Service obligations
• Leadership and people management skills and significant experience of leading and motivating large teams of people across different locations
• Possess excellent interpersonal and engagement skills, with the proven ability to influence internal and external stakeholders to achieve positive outcomes
• Be resilient, tenacious and committed to delivering positive results with proven ability to make effective decisions under pressure

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're investing around £10 million a day in homegrown energy to help power a cleaner, more secure future.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact Jim on / to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.