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We have an exciting opportunity for a Regional Business Customer Delivery Manager in the London and South East region.

The ideal person will have a proven track record of leading high-performing and engaged cross functional teams within a large complex organisation, previous experience of working within a fast-paced customer service operation, detailed knowledge and understanding of contract management and key performance indicators, with commercial know-how.

Key Accountabilities

In this role you will be empowered to lead, direct and be accountable for all operational activity in designated area to deliver the highest standards of customer satisfaction, quality, efficiency and safety, in order to achieve business targets. Inspire and develop a team of frontline leaders that are driven to achieve financial, efficiency, operational, customer, people and safety targets whilst nurturing and developing client networks supporting business growth across the region

Customer Outcomes

• Create, embed and drive a culture focusing on a customer centric approach throughout the region to reduce customer complaints, protect the brand and deliver the growth of the business.
• Ensure strong interaction and liaison between office and field colleagues in pursuit of efficient and effective service delivery resulting in great customer experiences.
• Drives innovative solutions that reduce customer complaints, protect brand reputation and improve process efficiencies to increase customer retention and loyalty.
• Manages complex and/or escalated queries and complaints to resolve issues and enable root cause to be identified and addressed.
• Manage business services client relationships and contractual commitments in the region

Operational Excellence

Ensures adequate manpower resource maintained to meet forecasted demand within region. If resource targets aren’t met, assess and devise strategies to overcome shortcomings in resource. Accountable for identifying and developing medium term regional plans which focus on the effective use of resources across the area (including contingency arrangements), in order to meet our customer demands

• Support manpower planning, recruitment and induction to meet customer demands.
• Motivates and engages the team to deliver against operational targets, standards, policies & procedures and business strategy whilst working to continuously improve.
• Using management information and data, recognises trends to support analysis of individual and team performance to quickly understand and address reasons for under or over performance; and builds into regular conversations and coaching with individuals.
• Undertake Duty Manager responsibilities (including out of hours, weekend and Bank Holidays) to ensure escalations are managed

People and Leadership

• Creates a team identity across a mixed skill team, building a strong, trusted, cohesive, client/customer centric and highly performing team that aligns with the Centrica culture and values.
• To be responsible for the current and future capability of the regional team by proactively managing and challenging performance and by providing ongoing coaching, feedback and support so individual and business performance is maximised. To foster talent and ensure robust succession plans are in place to mitigate future people moves.

Safety, Compliance & Conduct

• Drive and maintain safety and environmental policies, guidelines and procedures at all times, focusing on the ongoing delivery of the safe and fair treatment our clients and customers. With a particular focus on safe working practices across the region to negate the risk of customer and colleague injuries.
• Responsible for leading the development and execution of the Regional Health, safety and Environmental strategy. Responsible for ensuring safety, quality control and productivity assessments are carried out to ensure that all work complies with current codes, standards and legislation, in order to ensure the wellbeing of employees, customers and their premises.
• Working with cross functional teams, ensure all operational compliance standards are met and achieved within the region.
• Manages conduct, operational and regulatory risks, escalating as appropriate

Financial Performance

• Is commercially astute, uses management information and readily makes value and cost driven decisions which improve customer, employee and commercial performance.
• Accountable for regional performance by leading and coaching frontline leaders, ensuring financial, client, customer and business objectives are delivered through a fully engaged team.
• Ensure optimisation of resources to achieve operational efficiency targets

Work Experience & Functional/Technical Skills

• Track record of leading and inspiring large teams to achieve goals and financial objectives including excellence in customer satisfaction
• Working with clients to deliver tailored service models and related contract management requirements
• Experience of executing business strategies and delivering step changes within the business
• Prior experience of general management and leadership within a fast-paced operational field workforce environment
• Proven track record of leading high-performing and engaged cross functional teams within a large complex organisation
• Previous experience of working within a customer service operation
• Detailed knowledge and understanding of contract management and key performance indicators.
• Understand good housekeeping for data protection and information security requirements.
• Commercial Know-How: Managing for value, Understand the external market place, Understanding Centrica, Understanding our Customers.
• Excellent communication, influencing and negotiation skills at front line and senior levels
• Development, Leadership and engagement of high performing teams through strong coaching and motivational skills and the ability to lead through others
• Strong stakeholder management skills and the ability to forge good working relationships
• Effective commercial acumen and effective decision making that will deliver business goals
• Budget management and the development/analysis of management information
• Ability to analyse & interpret and identify trends in performance and financial data
• Awareness of commercial aims and objectives for Business Unit & Centrica
• Cost conscious

Key Stakeholders and Working Relationships

• Direct and extended team members and colleagues
• Cross-functional leaders and centres of excellence
• External organisations and official bodies
• Local Trade Union

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.