At a Glance
- Tasks: Support and coach teams to deliver exceptional customer service and drive performance improvements.
- Company: Join SGN, a leader in innovative energy solutions and customer satisfaction.
- Benefits: Competitive salary, enhanced maternity/paternity pay, life assurance, and flexible working options.
- Other info: Dynamic role with opportunities for growth and a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer experience while working with cutting-edge technologies.
- Qualifications: Experience in coaching or management, strong analytical skills, and a valid UK driving licence.
The predicted salary is between 44400 - 55500 £ per year.
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. We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission.
Here’s 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.
- A valid driving license is essential as this role will involve a significant amount of travel.
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'.
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.
Customer Experience Performance Officer in Epsom employer: SGN Your gas. Our network.
At SGN, we pride ourselves on being an award-winning employer that champions inclusivity and employee development. Our dynamic work culture fosters collaboration and innovation, ensuring that every team member plays a vital role in delivering exceptional customer service while contributing to a net-zero energy future. With competitive benefits, including enhanced maternity/paternity pay and a supportive environment for personal growth, SGN is the ideal place for those looking to make a meaningful impact in their careers.
Contact Details:
SGN Your gas. Our network. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Performance Officer in Epsom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SGN Your gas. Our network.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SGN Your gas. Our network. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Performance Officer in Epsom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SGN Your gas. Our network.:Your cover letter is your chance to shine! Tell us why you want to work at SGN Your gas. Our network. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SGN Your gas. Our network.!
How to prepare for a job interview at SGN Your gas. Our network.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
