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Customer Experience Performance Officer, Horley
Client: SGN
Location: Horley, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 6ea64601d279
Job Views: 3
Posted: 05.05.2025
Expiry Date: 19.06.2025
Job Description:
We are looking for a dynamic individual to join our Customer Experience (CX) team. Are you the right person to help and support our people to deliver exceptional customer service and ensure SGN is the No1 GDN for Customer Satisfaction? If so, come join our team where you will work with our field and office colleagues as their regional CXO, ensuring they are fully equipped to deliver excellent customer service in their roles. You will take pride in jointly owning customer performance in your regional depots and aim to outperform our customer satisfaction and complaint handling measures.
Key Responsibilities:
1. Support operations colleagues to deliver excellent service, providing support and coaching remotely and in regional offices.
2. Drive behavioral change with depot senior management around CX objectives.
3. Attend senior management meetings with customer satisfaction analysis, opportunities, and recommendations.
4. Review training materials and techniques for effectiveness.
5. Provide ongoing training to the workforce, focusing on identified improvement areas.
6. Analyze and deliver business reports to identify areas for improvement and solutions.
7. Implement and advance key initiatives through internal projects.
8. Analyze customer inquiries, complaints, and satisfaction data to identify trends and target improvements.
9. Provide incident support for the southern network.
Qualifications and Skills:
* Experience in coaching, training, or management roles with a track record of performance improvement.
* Strong interpersonal and influencing skills with strategic thinking abilities.
* Analytical mindset with the ability to identify trends and work with regions to implement solutions.
* Flexibility to work extra hours and attend incidents as needed.
* Proficiency in Microsoft Office applications.
* Valid driving license and willingness to travel, covering operations and construction depots at least 3-4 days per week.
Additional Information:
If you lack some qualifications, we offer training and development programs to help you acquire the necessary skills.
Why SGN?
SGN is leading in research and development for a net-zero energy system, focusing on innovative technologies and robotics to transform the future of gas and ensure safety. Join us and make a difference!
Benefits:
We offer a comprehensive benefits package tailored to diverse needs.
Our Culture:
We promote an inclusive, innovative workplace where everyone is empowered to succeed.
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