Complaints Customer Service Manager
- 549531
- Closing at: Jul 2 2024 at 23:55 BST
About the Role
Base Location: Cardiff, Reading or Perth – this is a hybrid role working a minimum two days a week from the office at one of the advertised locations.
Salary: £49,559 - £56,757 + a range of other benefits to support your family, finances and wellbeing.
Working Pattern: Permanent | Full Time | Flexible First options available
What is the Role?
As a key member of the Management Team, you will be accountable for the performance of our Customer Service department. This includes achieving business targets, KPIs, and objectives, managing people, ensuring safety, and driving continuous improvement. You must lead by example, motivating and empowering staff to deliver industry-leading service. You will understand business strategy, regulatory obligations, and have a commercially driven approach. As part of your role you will:
- Lead on transformation for your department by communicating and coaching your people through the journey.
- Create and communicate a vision of excellence for your function, making the customer central to operations , developing the quality assurance plan and process to ensure complaint resolution is of the highest quality.
- Build a 'one team' attitude and share best practices across teams and locations to create a culture to create autonomy and power to solve problems.
- Provide clear action and decision making to enable clarity of message for the front line.
- Think strategically, applying commercial awareness and implement root cause analysis action plan to uncover trends and themes to close the loop.
- Development of policies and procedures in response to complaints handling process.
- Building relationships with internal stakeholders such as our Regulation and Compliance teams and external stakeholders such as Ombudsman and Citizens Advice.
What do I need?
To be considered for this role, we would love you to have:
- Demonstratable experience of leading a large team with responsibility for decision making in a customer complaints function delivering on performance and regulatory expectations.
- Excellent leadership, coaching and mentoring skills with experience of working in a leadership role managing multiple teams.
- Ability to think strategically with a passion for people and customers.
- Passionate about complaint handling and turning customer negative experiences into positive outcomes.
- Ability to use data to provide recommendations and drive decision making, and to translate vision and strategy into actionable goals.
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 (including public holidays), 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 actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search for ‘Inclusion & Diversity at SSE' to find out more.
Next Steps
All applications should be submitted 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 differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Lynsey on or on .
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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