Customer Experience Gsop Compliance Manager

5 days ago

Perth, United Kingdom SGN Full time

We have an exciting new role for a GSOP Compliance Manager, this role is flexible on location across either network, with a base office in Portsmouth or Perth. This new role will be responsible for managing and auditing of operational data capture relatingto Guaranteed Standards of Performance for both Networks; working closely with senior managers & admin teams across all regions to ensure processes are embedded and completing training where required; whilst also providing robust data analysis/reports on eachaudit to ensure we reduce the risk to the business of incorrect data capture.

Key responsibilities will include;
- Manage & review all GSOP data captured via iComply to conduct monthly audits of processes and data capture on all 14 measures
- Provide regular reports to Head of Customer Experience (HOCX), Customer Experience Manager (CXM), Customer Experience Officer (CXO) and Senior Operational Management team on trends identified through data and recommending areas requiring immediate actionto reduce risk of misreporting
- Communicate key messages to all levels of the regional management & admin team, to drive improvements in capture and reporting
- Support and deliver training of key process and data analysis to ensure improvements in performance
- Work with external contractors to ensure processes embedded and they understand the importance of these being captured accurately

**CULTURE/BENEFITS**

This role will offer plenty of genuine learning and development opportunities, as well as a competitive salary with company benefits including retail & leisure discounts, HolidayPlus & Cycle2work schemes, gym & mobile discounts, a pension scheme, and more.

Fostering a diverse and inclusive culture is something we pride ourselves on at SGN. We want our workplace to be an innovative and inclusive place to work, where every single person feels empowered to achieve professional success.

**WHAT YOU’LL BRING**
- Knowledge and experience in all Customer Experience function, understanding of all guaranteed standards of performance and how they align with business processes
- Analytical Mindset and drive to see positive results
- Ability to work alone and work to a clear timeline of activity to ensure deadlines achieved
- Confident and experience in working with CRM, iComply, Excel, Sharepoint
- History in delivering reports on focussed/targeted areas which has identified key issues and improvement areas

Not a perfect skills match? Tell us what you’re interested in - you might have a skill we didn’t realise we needed

**WHO WE ARE**

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. Keeping our customers safe and warm is what we do but beyond that, we want to make the world a better place,which is why we’re passionate about helping in our communities, reducing our carbon footprint and driving innovation in our industry.

At SGN, we strive to sustain our world through managing the network that distributes natural and green gas across the south of England and Scotland. We have an important responsibility to keep the gas flowing to 5.9 million homes and businesses. Your workdirectly impacts SGNs commitments to keeping our customers’ homes and businesses safe.

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