Head of Customer Service

**Head of Customer Service BGE Small Business**

**Flexible**

**Overview**

At British Gas, we have a huge opportunity to help customers, and the nation, prepare for a net zero future and support them through a once in a generation cost-of-living crisis.

We're one of the best-known services brands in the country. We have a family of door-opening brands that are the envy of many and we're really excited about the future.

Why? Because we're evolving to become a truly purpose-led organisation, helping millions of customers to live more sustainably, simply and affordably. We are changing the way we operate to ensure there is a relentless focus on commercial performance.

This key role on the Small Business leadership team is critical to the success of the growth and retention of our Small Business customer base. The purpose of your new role is to inspire and motivate our teams to deliver a brilliant service for our small business customers, across both our SAP and NEP (new energy platfo) platforms. And as we continue to grow our Small Business base, this role will be responsible for delivering the servicing strategy that reflects our ambitions to deliver a market leading customer experience while also supporting our colleagues. This includes transforming our ongoing customer service models and bringing the new POD strategy to life. The team supports a range of channels including voice and non-voice across services including general enquiries and digital conversations.

The role will also work closely with the rest of the BG Energy organisation to support the migration of BG Energy customers and colleagues to the new energy platform over the next 24 months.

The expectation is you will be in the office 2 days per week. Edinburgh and Leicester are key locations for this role.

**The Role**
- Developing our customer servicing vision and strategy, using best practices from other customer first organisations and taking learnings from other parts of British Gas
- Creating a culture of continuous improvement to manage out failure and drive a material improvement to our NPS
- Development and delivery of the customer service experience across multiple customer touchpoints
- Managing customer complaints and our relationship with the Energy Ombudsperson.
- Development of plans across the Small Business team to address root causes of customer dissatisfaction
- Management of broker relationships as they relate to service delivery, including broker issue management
- Ensuring we meet agreed service levels and that we continuously look to improve how we serve our customers
- Development of resourcing and workflow plans to ensure we meet demand and can support commercial objectives
- Oversight of Regulatory and Compliance environment as they relate to customer service, responsible for ensuring appropriate mechanisms are in place to ensure Centrica’s regulatory accountabilities continue to be met.

**The Person**

Competencies
- Able to lead and inspire large operational teams through periods of change, giving organisational clarity and purpose
- Ability to make change happen through building confidence and credibility, effective decision-making and driving cultural change
- Ability to manage for value, supported by a detailed understanding of the commercial aims and objectives of Centrica, the external market place and our customers
- Excellent communication, collaboration, networking, impact, influencing, partnership development and stakeholder relationship management
- Strategic thinking, focusing on strategic priorities and employing effective delegation
- Ability to communicate well-defined goals and objectives and prioritises collaboratively with colleagues across the business to support delivery in every area, ensuring roles and responsibilities are clear and ensure effective and efficient use of relevant staff
- Composure in highly stressful or adverse situations, employing reason-driven decision-making. Able to ask for help when needed
- Broad perspective, looking within and externally, to encourage and developing new and innovative ideas which will enhance the business
- Understanding of the need for change and embraces change positively, communicating the vision and facilitating others to work collaboratively. Seeks out opportunities to effect change to improve organisational performance
- Ongoing commitment to learning and self-improvement

Education
- Experience that strongly demonstrates the ability to operate at a senior level of leadership

Work Experience
- Led customer organisations with a service delivery focus
- Led and engaged teams
- Delivery of continuous improvement and transformation activity, improving customer outcomes
- Understanding of regulatory environment

**LI-BGAS**

**_ At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team - a team with a diverse mix of people and skills