Head of Customer Experience Renfrewshire
Job description
About the Role
Base Location: Glasgow, Perth, Aberdeen or Inverness
Salary: £72,500 - £108,700 + 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
We have an opportunity for a Head of Customer Experience to step into an exciting Net Zero enabling role.
- As Head of Customer Experience, you will have an opportunity to take a leading role in the delivery of Net Zero energy in GB through enabling the connection of low carbon energy to the north of Scotland electricity network.
- You will be a critical contributor to the transformation of this area of the industry to make sure that national renewable energy targets are met. Collaborating with peers in other organisations in the sector, you will remove barriers and increase connections.
- Leading an established department that consists of Customer Relationship Management, New Connection Offers, Customer Insights, Commercial and Customer Policy, and Customer Strategy Implementation, you will provide direction and support the teams to deliver on business objectives and obligations. This includes accountability for provision of offers for connection to the network and the commercial contracts for connection which are subject to regulated timescales and obligations, with financial penalties to the business for failure to meet these.
- Accountable for delivering excellence in customer service for parties connected or seeking connection to our network, you will be responsible for ensuring standards are met for contact and interaction with these customers, understanding customers' needs and expectations, and will be the senior manager accountable for resolution of escalated complaints.
- Working internally with senior leaders in project development, construction, and operations, you will ensure that our high standards of customer satisfaction are maintained, and deliver continuous improvement in the customers' experience throughout their full life as a customer of our network. This includes your role as sponsor of our digital product implementation as we adopt a new Customer Relationship Management System and tools.
- You will also ensure that the insight gathered from customers is analysed and made available across our business, and to the operator of the system, the regulator and government, to support decision making on strategic network plans and investments.
***Please note*** At SSEN Transmission our customers are Distribution Network Owners, Generators and Large Demand Customers. This is not a consumer or contact centre role.
What do I need?
To be considered for this role, we would love you to be:
- Aligned with our mission to deliver a Network for Net Zero.
- A leader of high performing teams, with experience in managing and coaching to drive results, and the resilience to lead an operational team, sometimes under pressure.
- Commercially aware, conscientious, and pragmatic in your approach.
- A strategic thinker and effective influencer with the vision and tenacity to deliver change in industry practices as well as internal system, policies, and processes.
- Experienced in operating in a customer-driven environment to understand and meet customer/ stakeholder needs and able to understand the dynamics of managing customer relationships in a regulated business.
- Politically aware and able to network (internally and externally) and present, to represent the interests of SSEN Transmission and its customers, and facilitate development of customer engagement.
About our Business
SSEN Transmission owns and operates the electricity transmission network in the north of Scotland, transporting energy from where it is generated to where it is needed, providing a safe and reliable supply of electricity to the communities it serves. Home to some of the UK's greatest resources of renewable energy, SSEN Transmission is playing a critical role in the transition to a low carbon future, developing, building, maintaining and operating a network for net zero.
What's in it for you?
We offer an excellent package with 34 days annual leave entitlement. Enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.
As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all protected characteristics and commit to providing any reasonable adjustments you need during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.
What happens now?
All applications should be made online, and I'll be back in touch after the vacancy closing date to let you know the outcome.
If you would like to discuss any working flexibly requirements or adjustments you may require throughout the recruitment and selection process, please contact Gemma on [email protected] / 01738 341043.
Before commencing your role with SSE, you'll need to complete our pre-employment screening process. This will consist of a criminality and credit check.
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