Senior Customer Service Transformation Manager

Peoples Energy

  • Full Time

To apply for this job please visit peoplesenerg.bamboohr.com.

Who are People’s Energy?

People’s Energy are an ethical, planet friendly energy company who were founded in 2017.  We want to put you in charge of your energy usage and help keep the planet a cleaner, greener place!

Using mainly renewable energy, we want to provide a simple, fair and affordable solution for all our customers, including those currently in fuel poverty.

Who are we?

  • Ethical
  • Affordable
  • Renewable
  • Honest
  • Growing
  • Fair

What do we want to do?

  • Eradicate fuel poverty
  • Put 1million customers in charge of their energy use
  • Bring trust back to the energy market
  • Give 75% of our profits back to our customers

About the role

Reporting to the Head of Customer Service, the purpose of this key role is to own and manage our Customer Service Transformation strategy plans and lead and manage the implementation of this across all of our customer service department, in conjunction with our Change PM.

Skills Required

  • Experience of working within a customer service contact centre environment with a proven track record of managing transformation plans and Continuous improvement department
  • Highly experienced in Customer strategy and experience design
  • Customer journey and service model design in line with CSAT
  • Front & Back office operating model and process design and implementation, process design and implementation
  • End to end digital transformation You will be able to demonstrate how you have helped your clients to deliver tangible results. We are recruiting at both Manager and Senior Manager level positions. Key Responsibilities
  • Actively involved in business development activities to help identify, propose, and close customer transformation opportunities.
  • Enhancing our delivery assets and methodologies
  • Experienced in delivering digitally enabled transformation programmes within B2C or B2B organisations which which demonstrate tangible benefits:
  • Transforming front office capabilities to improve Customer & Employee Experience
  • Transforming Operating models to better align to customers and improve ways of working
  • Increase Customer loyalty and spend, whilst also reducing cost to serve
  • Enhancing Digital capabilities by leveraging next generation technologies
  • Strong commercial awareness, experience of managing projects and leading teams in a customer focused environment.
  •  Achievement of results within a customer service department, driving business improvements, cost savings, customer satisfaction, and revenue generation.
  •  Lead a team, peer group and department through change management as we shape, develop, and grow the customer service department in line with People’s Energy strategic plans.
  • Manage, develop, and enhance the levels of customer service we offer to our members across the customer journey, internally and eternal to deliver an outstanding level of customer satisfaction.
  • Can interpret and analyse data and performance against targets to identify and respond to gaps in our processes and procedures.
  • Identifying and highlighting further opportunities to improve operational performance, services and process improvements.
  • Ability to demonstrate and translate business strategy into day-to-day delivery, by making recommendations based on key MI to improve MST efficiency and productivity.
  •  Passion for delivering high levels of customer service in a regulated environment.
  •  Engaged and passionate leader with a talent for developing others.
  • Role model and promotes an open and honest culture.
  • Ability to build trust across varying levels.
  • Acts with integrity and displays a real sense of purpose.
  • Encourages innovative thinking.
  • Demonstrates emotional intelligence.
  • Keen eye for detail, and sound judgement
  • Acts With Integrity
  • Inspiring to Others

Outline of the role and key responsibilities

As SNR Customer Service Transformation Manager you will be responsible for:

.

Drive & Embed Operational Excellence –

·         To Support and work alongside the HOCS,  to create, define, implement key business strategies, ensuring alignment with our Peoples Energy Vision and strategy

·         Owning and leading on our Customer Service Transformation strategy & plans through conception, design, delivery and implementation.

·         Operate clearly defined processes to increase efficiency, effectiveness and in turn drive exceptional levels of customer satisfaction.

·         Lead and develop the plans alongside our Change PM, to ensure they have a well-defined process and procedures to support individual development and address any skills gaps

Drive Customer Service Strategies   –

·         To support and drive customer service initiatives and strategies, to enable us to enhance, improve and deliver high levels of members satisfaction to all of our members, whilst focusing growing our membership base.

·         Work with and support the leadership team to create a member centric environment for all advisors, allowing them to provide the best customer experience for our members and advisors, which will be measured through             Trustpilot.

Support Change Management & Embed a Continuous Improvement Culture

·         Take ownership and accountability to support our change management plans  as we re-shape, develop and grow our customer service transformation strategic plans, take ownership of change initiatives from                                  evolution/efficiency identification through to project delivery via internal governance and controls, including effective project reporting and risk management

Embed a Continuous Improvement Culture

·         Take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls, including effective project reporting and risk management.

Drive & Deliver Exceptional Customer Service –

·         Manage, develop and drive member satisfaction and experience across each touchpoint across the customer journey, internally and eternal to deliver high levels of member satisfaction.

Manage key initiatives related Operational Effectiveness –

·         Has oversight of all MST related initiatives, works closely with management team to ensure together you are driving performance and exploring new ways of working to enhance our Employee engagement, member satisfaction and business performance.

 

Key metrics to impact –

·         Improve processes and increasing resolution time for our members

·         Improving service quality by 10%

·         Increasing member satisfaction rating through Trustpilot from 3.8 to 4.2

·         Improve and increase our Employee Satisfaction scores by 5% Across MST

·         Improve overall performance metrics across current MST Front and Back office process – AOI plans to be delivered

·         Improving web chat channel from 5% to 15%

·         Implement plans to reducing repeat contact from 65% (latest May figure) to <25%

·         Improving service quality by 10%

·         Reducing the cost per call by 20%

·         Increasing member satisfaction rating through Trustpilot from 3.8 to 4.2

·         Improve and increase our Employee Satisfaction scores by 5% Across MST

·         Improve on MST Attrition & absence levels across the contact centre

·         Improve overall performance metrics across current member contact channels – AOI plans to be delivered

 

At People’s Energy we are committed to ensuring that everyone, no matter race, background, sexuality, gender or any other protected characteristic is supported and afforded equal opportunities in the business. As it says on our website – we are by the people, for the people.  We are committed to maintaining a fair and measured recruitment process and our development opportunities are open to all.