Head of Customer Contact Centre

  • Job Reference: 523425
  • Date Posted: 13 March 2020
  • Employer: SSE Plc
  • Location: Portsmouth, Hampshire
  • Salary: £52,800 to £79,200
  • Bonus/Benefits: annual bonus, car/allowance
  • Sector: Engineering & Technical
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Base Location: Portsmouth Depot

Salary: £52,800 - £79,200 depending on skills and experience + car/cash allowance + annual bonus

Working Pattern: Permanent | Full Time | Flexible working patterns available

About the Department

Operations are responsible for keeping the lights on; we are at the front line on the Network. If we find a fault, it is our responsibility to respond to the fault, and dispatch our skilled teams to fix it as quickly as possible. We work in all hours, and through all weathers, ensuring our customers are never without power.

What is the Role?

As the Head of SSEN Customer Contact Centre - South, you will be responsible for ensuring that every team within the Customer Service Centre delivers the highest possible service to our customers. This will involve working closely with all Directors, Heads of Business and Heads of Regions within Networks to continuously plan, implement and embed new innovative ideas to help achieve and exceed Ofgem Broad Measure Customer Satisfaction Survey targets and avoid complaint and licence penalties.

Through consistent monitoring and training, you will ensure that all our Customer Contact Centre staff South understand our Standard Licence Conditions, comply with them and are kept up to date with any changes. Ultimately responsible for the maximising business performance and increasing stakeholder engagement, you will lead the development and implementation of new innovative ideas to ensure that SSEN is collectively known as being an industry leader within Customer Service by achieving all our Broad Measure targets and identifying any low scoring areas and engaging with the wider Networks staff to put corrective, remedial or improvements in place.

Responsible for financially managing a department budget of £4.6 million, you will have key ownership of tracking the annual department budget vs actual as well as identifying and implanting appropriate actions to maintain/improve financial results.

In the nature of this role, you will be the out of hours contingency escalation route for any problems that may occur. You will also lead on adverse weather events impacting both North & South regions which includes working out of hours and weekends at short notice. There is also an element of travel required in and around your region and at times up to Scotland (as and when required).

What do I need?

A motivated, self-starter, you will have a good understanding of the Networks business and will be fully versed on Customer Service Regulatory Instructions and Guidance as well as all relevant Licence conditions and obligations gained through your extensive experience within Call Centre/Operational Customer Service Management.

Fully able to plan, prepare and deliver detailed reports around performance to all levels of management confidently at short notice whenever required is essential as is the ability to challenge the status quo, propose imaginative, appropriate solutions and implement innovative business improvements. This will involve collating critical information and data and communicating upward for strategic planning to ensure the development and implementation of an effective customer strategy. Therefore, excellent communication, time management and planning skills are also essential.

Please be aware if you are successful, you'll be required to complete our pre-employment screening process before joining SSE.

For this role you must have a full, current driving license.

Our Benefits

We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan and benefits package. Why not watch our short employee benefits video to see what else is on offer?

Next Steps

We'll let you know the outcome of your job application after the closing date. To discuss any adjustments you require to submit your application please get in touch

The successful candidate may be subject to the Company's verification and vetting process if their vetting level changes. This includes a basic criminal records check.

About SSE

We all have different skills here at SSE and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if it's not safe, we don't do it.

SSE is an equal opportunity employer and we encourage diversity.