At a Glance
- Tasks: Lead customer service strategies and drive a customer-centric culture across the Distribution business.
- Company: Join SSE, a leading energy company committed to a net zero future.
- Benefits: Competitive salary, flexible working, health perks, and family-friendly policies.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experience while innovating in the energy sector.
- Qualifications: Proven leadership in customer service and stakeholder engagement.
The predicted salary is between 101000 - 151400 £ per year.
Base Location: Perth, Reading, Portsmouth or any SSEN license area location
Salary: £101,000 - £151,400 + car /car allowance + performance related bonus + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent Full Time Flexible First options available
The role
The Head of Customer Experience will have overall responsibility for driving the customer service framework and experience for the Distribution business. This role will lead the development and implementation of strategies to foster a customer centric culture and ensure the delivery of exceptional service standards.
You will:
- Be responsible for aligning culture, behaviours, processes, people, and offerings with both current and future demands, ensuring Distribution remains ahead in customer service innovation.
- Be accountable for customer service delivery across Distribution, building a scalable and flexible customer service organisation that supports personalised customer experience including leveraging technologies such as the Amazon Connect cloud platform to optimise customer interactions and improve service delivery.
- Oversee the fulfilment of both current and future business plan commitments regarding customer service and the Customer Vulnerability Strategy.
- Play a pivotal role in embedding a digital strategy throughout the Distribution business, with the aim of streamlining processes and enhancing overall customer satisfaction and engagement across all touchpoints.
- Respond to emergency events including severe weather as required and ensure that all team members are similarly available to respond as appropriate to their role.
- Co-ordinate response teams across both licence areas to ensure maximum availability and efficiency of response to severe weather and emergency events.
You have:
- Proven knowledge and experience of developing and implementing Customer & Stakeholder strategy.
- Knowledge and understanding of the UK regulated environment, particularly licence obligations for electricity distribution with detailed knowledge of Customer Service obligations.
- Leadership and people management skills and significant experience of leading and motivating large teams of people across different locations.
- Excellent interpersonal and engagement skills, with the proven ability to influence internal and external stakeholders to achieve positive outcomes.
- Resilience, tenacity and commitment to delivering positive results with proven ability to make effective decisions under pressure.
About SSE
SSE has a bold ambition - to be a leading energy company in a net zero world. We’re investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.
Flexible benefits to fit your life:
- Enjoy discounts on private healthcare and gym memberships.
- Wellbeing benefits like a free online GP and 24/7 counselling service.
- Interest free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme.
- Generous family entitlements such as maternity and adoption pay, and paternity leave.
Work with an equal opportunity employer
SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. We’re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
Ready to apply? Start your online application using the Apply Now box on this page. We only accept applications made online. We’ll be in touch after the closing date to let you know if we’ll be taking your application further. If you’re offered a role with SSE, you’ll need to complete a criminality check and a credit check before you start work.
Head of Customer Service GB in Portsmouth employer: SSE PLC
SSE is an exceptional employer, offering a dynamic work environment that prioritises customer service excellence and innovation. With a strong commitment to employee wellbeing, flexible working options, and comprehensive benefits, including generous family entitlements and health support, SSE fosters a culture of inclusivity and growth. As part of a leading energy company dedicated to a net zero future, employees have the opportunity to make a meaningful impact while advancing their careers in a supportive and forward-thinking organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service GB in Portsmouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SSE PLC. 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 SSE PLC 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 Head of Customer Service GB in Portsmouth
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 SSE PLC:Your cover letter is your chance to shine! Tell us why you want to work at SSE PLC 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 SSE PLC!
How to prepare for a job interview at SSE PLC
✨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.
