Customer Experience Performance Officer

SGN; Epsom; Hybrid; GBP 44,400 - 49,600; Full time

Benefits offered by this job

Competitive pension scheme

Enhanced maternity/paternity pay

Life assurance

HolidayPlus

Cycle2work Scheme

Job summary

A leader in the gas industry is seeking a Customer Experience Officer to support staff and enhance customer satisfaction across regional depots. The role emphasizes coaching and analytical skills to drive performance improvements while maintaining hybrid working conditions. A valid UK driver’s license is crucial due to travel demands. The company fosters inclusion, valuing diverse experiences, and encourages applications from all qualified individuals regardless of meeting every listed requirement.

Qualifications

• Experience in a coaching, training or management role with a focus on performance improvements.
• Ability to think strategically and influence change in various environments.
• Experience analyzing trends through data to propose actionable solutions.

Responsibilities

• Support operations colleagues to enhance customer satisfaction.
• Drive change within depot management towards customer experience goals.
• Conduct training sessions across teams focused on areas needing improvement.
• Analyze customer feedback to identify trends and areas for advancement.

Skills

Coaching and training experience

Interpersonal and influencing skills

Analytical skills

Flexibility

Knowledge of Microsoft Office

Job description

Ashford, Epsom, Poole | £44.4k - £49.6k per annum (dependent on skills and qualifications)

Full Time | Hybrid

To be considered for this role, you must have a Full Valid UK Drivers licence.

Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more

REQ5525

We are looking for a dynamic individual to join our Customer Experience (CX) team to help and support our people to deliver exceptional customer service and ensure SGN is the No1 GDN for Customer Satisfaction. You will work with our field and office colleagues as their regional CXO, ensuring they are fully equipped to be able to deliver simply excellent customer service in their distinctive roles. You will take pride in jointly owning customer performance in your regional depots, and relish outperforming our customer broad measures for Customer Satisfaction and complaint handling.

How you will contribute

• Supporting operations colleagues to deliver excellent service, offering the right levels of support and coaching for customer satisfaction and complaint handling remotely and in the regional offices.
• Driving behavioural change with the depot senior management team around CX objectives.
• Attending senior manager meetings with customer satisfaction analysis, opportunities, and recommendations.
• Reviewing training material and techniques to ensure they are fit for purpose.
• Providing continuous training to the entire workforce and targeting areas where improvements are identified.
• Analysing and delivering business reports, ensuring areas for improvement are identified along with solutions.
• Implementing and progressing key initiatives through internal projects.
• Analysing customer enquiries, complaints, guaranteed standards of service, and satisfaction to understand trends and ensure improvement areas are fully targeted.
• Providing incident support for both our Scotland and southern network.

What you will need

• You will have previous experience in a coaching, training or management role which includes positively influencing key performance improvements.
• You will have strong interpersonal & influencing skills and can think strategically to identify key drivers of change for each work stream, depot, contractor, fully supporting each through to implementation.
• You must be analytically minded, and able to identify trends through various data streams, then work with the regions to deliver solutions.
• You must be flexible and prepared to work extra hours to attend incidents and deliver additional support on an ad-hoc basis.
• An in-depth knowledge of Microsoft office applications is essential.
• As this role will involve a significant amount of travel therefore a valid driving license is essential. You will be required to be out working in your assigned depots covering Operations and Construction, a minimum of 3/4 days per week.

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives. If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN is a leader in pioneering research and development toward a net‑zero energy system. Our cutting‑edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. SGN is an award‑winning employer, including CCA Gold Awards for ‘Great Places to Work’ and ‘Inclusivity and Accessibility’.

About us | Benefits | Diversity and inclusion

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.