Customer Service Director - Perthshire, United Kingdom - SSE

SSE
SSE
Verified Company
Perthshire, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Base Location:
Reading, Cardiff, Perth


Salary:

Competitive + performance-related bonus + car allowance and a range of other benefits to support your family, finances and wellbeing.


Working Pattern:
Permanent | Full Time | Flexible First options available (minimum 2 days per week in the office)


What is the Role?
SSE has a vision to be a leading energy company in a net zero world.

Energy Customer Solutions plays a significant part as SSE's Shopfront - providing energy and low carbon solutions to over 1.3 million customers.

In Great Britain we operate under the B2B brand SSE Energy Solutions providing energy related solutions to businesses of all sizes and public sector organisations.


As part of the Energy Customer Solutions Division, SSE Business Energy provides leading and reliable B2B energy supply and services.

As part of the leadership team, reporting to the Director of Business Energy, you will be responsible for leading a large people team, with c700ppl, setting and executing the customer experience and operations strategy.

This is a critical strategic role, responsible for driving operational efficiency and ensuring that we provide the best service to our customers.


As Customer Service Director you will:

  • Lead the Customer Service function through our transformational change programme, delivering new system capability, processes, target operating model, and performance culture to 700 colleagues. You will ensure clear roles, responsibilities, culture, and standards are defined and implemented.
  • Set and execute the strategy for customer experience, satisfaction, and regulatory compliance of all customer service operations. You will have the opportunity to define and execute the customer service strategy as we lead the business through a comprehensive digital, system, process, and people transformation.
  • Optimise the Customer Journey and make best use of multichannel solutions to get the best outcomes. This will include digital solutions, process automation and omnichannel communications, ensuring that the business is commercially optimised across the whole customer lifecycle.
  • Lead, develop, coach, motivate and empower operational teams to deliver and perform to their full potential. You will embed a performance culture to motivate teams, and encourage a mindset of continuous improvement, efficiency, innovation and the development of required capability and Agile delivery.
  • Have accountability for all energy supply customer transactions and interactions following the point of sale including customer enquiries, metering, smart metering, change of tenancy, billing, collections, cash allocation, and digital services.

What do I need?
To be considered for this role, we would love you to have:

  • Significant experience and knowledge of the UK energy supply or related industry and an understanding of industry challenges, regulatory change, and their impact on commercial opportunities.
  • A detailed existing understanding of the servicing of energy customers or the ability to build this knowledge on an accelerated basis.
  • Significant experience leading a large operational team (e.g., >500 FTE) with experience of leading a team through transformational change, particularly in relation to digitalisation of operations.
  • Proven people leader with experience leading and developing senior management teams, and the ability to set a vision and 'take people with you through to delivery'.
  • The ability to interrogate operational challenges, to get to the heart of the root causes and define effective paths to resolution.

About our Business
The race to net zero is intensifying for businesses of all sizes. Sustainable decisions made today can meet customers' changing needs for tomorrow and bring long-term success for businesses.

Part of SSE plc, the UK and Ireland's largest renewable electricity generator, SSE Energy Solutions is different as all its renewable electricity is sourced from SSE's own UK wind and hydro assets.


In addition to providing gas and electricity to businesses across the UK, SSE Energy Solutions invests in, builds and connects localised flexible infrastructure to drive the long-term performance of energy assets.

SSE Energy Solutions works with its customers to deliver financially robust plans to bring flexibility and diversity to their energy infrastructure - the low-carbon solutions they need to succeed in the race to net zero.


What's in it for you?


An excellent package with 34 days holiday entitlement, enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.


Next Steps


Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.

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