• Job Description

  Req#: req3271

  Customer Service Centre Officer

  Location: Perth

  Salary: £40.4k - £50.6k per annum (Dependent on skills & qualifications)

  Reference: REQ3271

  We have an exciting opportunity for the right person to oversee our Customer Service Centre Department. You will be joining an award winning, passionate team, who are proud to be recognised as the number one Gas Distribution Network in the UK for customer satisfaction, working hard to ensure the 5.9 million homes and businesses we serve in the South of England and Scotland are safe and warm.

  You will be experienced in performance management and people management. This role will be responsible for supporting the Senior Customer Service Manager with the management of the Customer Service department including several teams and Team Managers. Additionally, you will lead on performance and quality and act upon your insights to improve our customer service levels and metrics. The role is based in our Perth office, reporting to the Senior Customer Service Manager, however, travel to our Southern network and Portsmouth office will be a requirement.

  What will you be doing day to day?

  • Responsibility for the contact centre people, customer service, quality and performance.
  • Develop and execute plans to tackle performance shortfalls.
  • Compliance and quality management of processes across the CXC business.
  • Managing the CXC customer journey from end to end, identifying improvements.
  • Lead and manage change and projects within CXC.
  • Support the Senior Customer Service Manager with ad hoc and incidental tasks.
  • People management - You will have contact centre colleagues and Team Managers reporting to you.
  • Manage and support our customer processes during gas outages.
  • Travel to our southern region and office will be a requirement.

  What you’ll need

  • You will be required to have English and Maths at standard grade level, additional recognised qualifications to compliment the role would be an advantage.
  • Be experienced in managing and supporting teams to provide excellent customer service while working in a highly demanding and responsive department.
  • Lead quality and compliance management within the contact centre.
  • Lead on audits
  • Have a Customer Service background and proven ability to identify and deliver upon process improvements.
  • Be effective with communicating at all levels within the business.
  • Flexible and prepared to deliver additional support on an ad-hoc basis in line with business needs.
  • Be ready to come to work and add value that makes a difference every day.

  What’s in it for you?

  • Job security and genuine learning and development opportunities
  • Holiday and sickness package
  • HolidayPlus - Buy up to 10 additional days holiday, available all year round
  • Retail & leisure discounts
  • Cycle2work scheme
  • Company pension scheme – with company contributions between 6 -12% (depending on length of service and personal % contribution)
  • Gym & mobile discounts
  • Virtual GP - Our GP Helpline is a virtual GP service which offers unlimited access to GP at a time which suits you.

  Please note that this vacancy is only open to current SGN employees.

  SGN is an Equal Opportunities Employer

  Fostering a diverse and inclusive culture is something we are passionate about working towards at SGN. We want our workplace to be an innovative and inclusive place to work, where every single person feels empowered to achieve professional success. We are committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs.

• About the company

  9 million homes and businesses across Scotland and the south of England.

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