Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support teams in delivering exceptional customer service and drive performance improvements.
- Company: Join SGN, a leader in innovative energy solutions and customer satisfaction.
- Benefits: Competitive salary, hybrid work, enhanced parental leave, and a supportive pension scheme.
- 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.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
The predicted salary is between 44400 - 49600 £ 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.
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.
- 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’.
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 Poole employer: SGN
Contact Detail:
SGN Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Performance Officer in Poole
✨Tip Number 1
Network like a pro! Reach out to current or former employees at SGN on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research SGN’s customer satisfaction initiatives and think about how your experience aligns with their goals. Show them you’re not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 3
Practice makes perfect! Get a mate to do a mock interview with you. Focus on those behavioural questions and how you’ve positively influenced performance in past roles. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at SGN. Let’s get you that job!
We think you need these skills to ace Customer Experience Performance Officer in Poole
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the Customer Experience Performance Officer role. We want to see how you can contribute to our mission of delivering exceptional customer service!
Show Off Your Skills: Don’t hold back on showcasing your coaching, training, and analytical skills. We’re looking for someone who can drive change and improve customer satisfaction, so give us examples of how you've done this in the past.
Be Authentic: Let your personality shine through in your application! We value diverse backgrounds and experiences, so don’t be afraid to share what makes you unique and how that can benefit our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at SGN
✨Know Your Customer Experience Stuff
Make sure you brush up on customer experience principles and best practices. Understand what exceptional customer service looks like and be ready to discuss how you can help the team achieve their CX objectives.
✨Show Off Your Coaching Skills
Since this role involves supporting and training colleagues, prepare examples of how you've successfully coached others in the past. Highlight your ability to influence change and improve performance through effective training techniques.
✨Be Data Savvy
Get comfortable with analysing data trends related to customer satisfaction and complaints. Be ready to discuss how you've used data in previous roles to identify areas for improvement and implement solutions.
✨Demonstrate Flexibility and Commitment
This role requires a flexible approach, so be prepared to talk about your willingness to go the extra mile. Share examples of times when you've adapted to changing circumstances or worked extra hours to support your team.