THE ROLE: Senior Customer Service Manager
Salary: Personal Contract and Benefits
We have an exciting opportunity for the right person to look after our Customer Service Centres. You will be joining a small, but passionate team, who are proud to be recognised as the Number One Gas Distribution Network in the UK for Customer Satisfaction, working hard to ensure the 5.9 million homes and business we serve in the south of England and Scotland are safe and warm.
You will need to be an experienced customer, and people, focused manager to lead our Customer Service teams and contribute to the delivery of our customer values, promises and social responsibilities. You will be based in our Perth office but will also be responsible for our customer team in Portsmouth, as such experience in remote management is preferred, with the requirement of some travel between sites being necessary.
As the Customer Service Centre Manager, you will be leading the way in delivering and improving upon the department KPIs and metrics performance, while managing departmental budget, projects and regulatory compliance.
Key responsibilities include:
Overall management and responsibility of the Customer Service Centres across Perth and Portsmouth, overseeing people & performance management, recruitment, HR, and employee engagement, reporting to the Director of Customer Services.
Analysing performance management information and reviewing current practice to identify potential areas for change, improvements, and initiatives.
Manage budget and staffing costs in line with defined parameters.
Support the successful implementation of any change or projects impacting the department.
Strong understanding of customer complaint and redress processes, such as the Ombudsman.
Compliance management of Customer Service Centre KPIs and the complaints management across the business.
Rotational standby will be required to support large unplanned gas outages as and when they happen. In addition, you will play a pivotal role in the effective management of these outages.
Deliver a sector-leading customer experience that confirms our place as the No1 network for customer satisfaction.
Uphold the delivery of vulnerable customer contact strategy.
Positively influence Directors, heads Id and Regional Managers across both networks to drive customer service performance.
Define our customer contact strategy and oversee our CRM.
Lead your team to deliver against accreditations and recognised standards.

WHAT YOU’LL BRING
You will:
Be a confident leader with excellent and effective communication skills at all levels within the business and external stakeholders.
Have a minimum of 12 months in a similar leadership role. Experience of managing at a senior management level, and experience of managing within a customer contact centre environment.
Have a financial and commercial awareness.
Be able to confidently multitask between the management of the day to day running of the contact centre, complaints/ customer satisfaction management, project delivery, and resourcing/HR matters.
Have a strong understanding of resolving customer dissatisfaction, complaint compliance and redress processes, ensuring continued growth with our reputation while ensuring customer dissatisfaction is handled fairly.
Develop and improve customer journeys not only within the department but working with the business to drive improvements in service, reducing contact and ensuring the customers journey with us is as easy and effortless as possible.
Hold a full diving license, as this is a requirement for the role.