Customer Experience Officer

SGN; Orpington; On-site; GBP 43,000 - 54,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Officer, where your role is pivotal in ensuring exceptional customer service. You will collaborate with field and office teams, driving improvements in customer satisfaction and complaint handling. This dynamic position offers the chance to influence key performance metrics and implement training initiatives that empower staff. With a focus on innovation and safety, you will play a significant part in the company's mission to deliver warmth and comfort to the community. If you are passionate about making a difference and thrive in a supportive environment, this opportunity is for you.

Benefits

Competitive pension scheme

Enhanced maternity/paternity pay

Life assurance

HolidayPlus

Cycle2work Scheme

Qualifications

• Experience in coaching, training, or management roles focused on performance improvement.
• Strong analytical skills to identify trends and deliver solutions.

Responsibilities

• Support operations in delivering excellent customer service and complaint handling.
• Drive behavioral change with senior management around customer experience objectives.

Skills

Coaching

Training

Management

Interpersonal Skills

Analytical Skills

Microsoft Office

Job description

Customer Experience Officer

Location:Orpington, Oxford

Salary:£43k - £53.8k per annum (Dependent on skills & qualifications)

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

Reference:REQ4611

Please note a Valid UK Drivers licence is essential for this role

We are looking for….

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 CXPO, 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.

We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part.

How you’ll support us on our mission to keep people safe and warm…

• 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 the Scotland network.

What you’ll need

We’re looking for a blend of skills and attributes that make you a great fit for this role. If you don’t tick every box, don’t worry – we provide tailored learning and development programs to help you grow and succeed with us.

• 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 avalid 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.

Why SGN?

SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all whilekeeping people safe and warm. Join us in making a real difference—today and for the future.

Our company | SGN Your Gas. Our network.

https://sgn.co.uk/about-us/our-company

Here’s what we offer you

Benefits | SGN Your gas. Our network.

https://sgn.co.uk/about-us/careers-hub/benefits

Inclusion is at the heart of everything we do

Diversity and inclusion | SGN Your gas. Our network.

https://sgn.co.uk/about-us/careers-hub/diversity-and-inclusion

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