At a Glance
- Tasks: Lead the rollout of battery support for customers in vulnerable situations.
- Company: Join SSE, a leader in energy transition and customer support.
- Benefits: Enjoy competitive salary, flexible working, and wellness perks.
- Other info: Be part of an inclusive team dedicated to positive change.
- Why this job: Make a real difference by helping those in need during power cuts.
- Qualifications: Experience in customer service, programme delivery, and strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Base Location: Portsmouth, Reading, Perth or Glasgow. You'll be expected to spend 50% of your working week in the office.
Salary: £44,000 min - £65,900 max + up to 10% performance-related bonus + a range of benefits to support your finances, wellbeing and family.
Working Pattern: 18-month fixed term contract | Full Time | Flexible First options available.
The role:
At SSEN, we are focused on supporting our customers in vulnerable circumstances. As Vulnerability Implementation Manager, you will be responsible for delivering our Personal Resilience Plan programme, providing personal battery back ups and power cut plans to customers who need additional support to prepare for, and during power cuts. Working closely with internal and external stakeholders, you will ensure a successful roll out of 20,000 batteries to customers, identifying process improvements and efficiencies, and improving customer satisfaction.
This is an 18-month fixed term.
You will:
- Work with customer service teams to ensure customer satisfaction in the end-to-end battery process.
- Build relationships with internal and external stakeholders to gather feedback to improve the process.
- Create and manage effective reporting of the full programme.
- Analyse customer feedback and data, creating accurate data for internal and external reporting, including regulatory reporting.
- Oversee a team of external telephony agents, ensuring call performance and telephony metrics are met.
You have:
- Understanding of customer vulnerability, Priority Services and fuel poverty.
- Excellent communication skills, with confidence producing clear briefings for senior managers.
- Experience in programme delivery and continuous improvement, identifying efficiencies within processes to improve customer satisfaction.
- Strong relationship building skills, with the ability to work collaboratively with contract partners and stakeholders.
- Previous experience in managing budgets or commercial agreements.
About SSE:
SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030. 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. Please contact kim.annink@sse.com to discuss how we can support you. 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.
Customer Vulnerability Implementation Manager in Reading employer: SSE PLC
SSE plc is an exceptional employer that prioritises employee wellbeing and work-life balance, offering flexible working patterns in a dynamic hybrid environment. With a strong commitment to professional development, employees have access to generous benefits and opportunities for growth within the energy sector, making it a rewarding place to advance your career while contributing to impactful energy infrastructure projects.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Vulnerability Implementation Manager in Reading
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like SSE PLC.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like SSE PLC. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Vulnerability Implementation Manager in Reading
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to SSE PLC.
How to prepare for a job interview at SSE PLC
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in SSE PLC's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services SSE PLC offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
