At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional performance and support.
- Company: Join SGN, a pioneering company transforming the gas industry with innovative technologies.
- Benefits: Competitive salary, hybrid work, enhanced family leave, and wellness programmes.
- Other info: Inclusive culture that values diverse backgrounds and experiences.
- Why this job: Shape the future of customer service while making a real difference in communities.
- Qualifications: Proven leadership in customer service, with a focus on innovation and team development.
The predicted salary is between 55500 - 66700 £ per year.
We're looking for an experienced and inspiring contact centre leader to head up our Careline and Customer Service Centre teams. You'll provide strategic leadership across our customer service operations, driving performance, developing high-performing leaders and ensuring every customer receives the high-quality, compassionate service they deserve. We're also looking for someone who is passionate about innovation and continuous improvement. You'll help shape the future of our customer experience by embracing digital technologies, using insight to drive better outcomes and exploring opportunities to enhance the way we support our customers and colleagues.
Why join SGN? There's never been a better time to join us. We're building a new Customer Service Centre at our Glasgow hub, giving you the opportunity to help shape the future of our customer service operation from the outset. You'll play a key role in establishing and embedding the culture, standards and ways of working from day one. We care deeply about our customers and colleagues, and we're looking for a leader who shares that commitment. If you enjoy creating positive, high-performing teams where people feel valued and supported, you'll thrive here.
As we build our new Customer Service Centre, you'll have the opportunity to influence not only our culture and people, but also the technology, digital channels and ways of working that will shape our future customer experience. You'll have the autonomy to improve services, develop people and make a real difference to the communities we serve. At SGN, we deliver safety, warmth and comfort to homes and businesses. Every role plays an important part in that mission, and this role is no exception, here is how you will contribute…
- Lead and inspire our Customer Service and Careline teams to deliver outstanding performance, ensuring we consistently achieve our operational objectives while meeting quality, compliance, assurance and reporting standards.
- Champion outstanding customer service, helping SGN achieve its ambition to be a top-performing GDN for customer satisfaction and complaint handling, while delivering inclusive, accessible services for all customers, particularly those in vulnerable situations who need our support the most.
- Create an engaging, inclusive and supportive working environment where colleagues can thrive, leading on engagement, wellbeing and people performance in line with our values.
- Build strong relationships with internal and external stakeholders, influencing service improvements and ensuring every customer receives an accessible, inclusive service.
- Lead, coach and develop a team of managers, empowering them to build confident, high-performing teams and create a culture where people take pride in delivering exceptional service and continuously improving.
- Champion innovation and continuous improvement, identifying opportunities to use digital technology, Salesforce, omnichannel services and AI to improve customer outcomes and operational performance.
- Use insight, data and operational experience to identify opportunities to improve performance, enhance the customer journey and deliver excellent outcomes for both customers and colleagues.
What you'll bring:
- Proven experience leading customer service operations within a contact centre environment, with responsibility for multiple teams and the leadership of managers.
- A strong track record of improving performance, increasing engagement and delivering consistently excellent customer outcomes through continuous improvement.
- Experience developing and coaching leaders, building capability and creating high-performing, accountable teams.
- Experience working on service improvement initiatives within a contact centre environment desirable, including the use of CRM platforms such as Salesforce, omnichannel customer journeys or AI-enabled solutions.
- A curious and innovative mindset, with the ability to identify opportunities to improve customer experiences, embrace new technology and lead teams through change.
- Experience working within a regulated environment, with a sound understanding of compliance, assurance frameworks and operational governance.
- Strong knowledge of customer service operations, including complaint handling, escalation management and supporting customers in vulnerable situations with empathy and professionalism.
- Excellent communication, influencing and decision-making skills, with the ability to build credibility with senior stakeholders and lead sustainable operational improvement.
If you're passionate about developing people, improving services and creating outstanding experiences for customers, we'd love to hear from you.
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 leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.
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 Service Centre Manager in Glasgow employer: SGN Your gas. Our network.
SGN is an exceptional employer, offering a unique opportunity to lead and shape a new Customer Service Centre in Glasgow. With a strong commitment to employee wellbeing, innovation, and continuous improvement, we provide a supportive work culture that values diversity and empowers leaders to develop high-performing teams. Our comprehensive benefits package, including enhanced family leave and a joint-contribution pension, alongside our dedication to creating a positive impact in the community, makes SGN a rewarding place to work.
Contact Details:
SGN Your gas. Our network. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Centre Manager in Glasgow
✨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 Service Centre Manager in Glasgow
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.
