CUSTOMER SERVICE OPERATIONS MANAGER job in Blaydon at Engie UK

CUSTOMER SERVICE OPERATIONS MANAGER

Company: Engie UK

Location: Newcastle upon Tyne UK

Date Posted:Feb 14, 2018

ENGIE are recruiting for a Customer service operations Manager to be based in Shared Service Centre, Q3, Quorum Business Park, Benton Lane NE12 8EX. This is a permanent full time role working 37.5 hours per week. On offer is a salary banding of £32,000 - £38,000 per annum, dependent upon skills and experience.General Overview:  To ensure the SSC is able to support the Home Energy business to provide a leading class customer service through effective management of Contact Centre operations, ensuring fit for purpose end to end customer processes and supporting polices.The post holder will lead, motivate and engage team members, embedding a culture of quality and personal effectiveness.  The post holder will play a key role in the leadership of the Customer Services team at the Shared Service Centre, liaising closely with the Home Energy team and acting as an ambassador for the Home Energy business and ENGIE.  There is a requirement to work flexibly across the service to respond to the changing needs of the service and ensure we are able to meet our business objectives.Main Responsibilities/Duties Include:Ongoing development and management of the Customer Contact operation (as assigned) at ENGIE Shared Service CentreLeadership of the operational team as assigned, inspiring and empowering individuals within the team to deliver excellent customer service through the delivery of easy to use accessible processes and servicesSupport the development of an effective training and development programme for team members, ensuring adherence to the performance management framework and ensuring quality and productivity drive performance through key metrics and rewarding personal achievementsImplement and utilise key metrics to: identify trends, manage failure demand, ensure maximum productivity, improve quality, adhere to KPIs and report service performanceEnsure excellent relationship management and communications with key stakeholders, clients, customers and colleagues across the Sales Team/Home Energy business lead and Customer Contact operations based at the Shared Service CentreSupport the implementation of new solutions to drive continuous efficiencies and service improvements and actively contribute to the long-term development of the service, ensuring that the customer is at the heart of everything we doManagement of the query and complaint resolution processes and policies within the Home Energy framework and complaints policy.  Support liaison with The Ombudsman and active participation with other relevant customer service businessesEnsure adherence to industry and regulatory changes impacting the customerObtain and maintain accreditation with relevant bodies, working in conjunction with other teams where appropriate Adherence to internal processes and risk frameworksDeputise for the Senior Operations Manager and where appropriate Head of ServiceTo play a key role as part of the ENGIE management team and provide cover for other operational services as appropriateEnsure behaviours are aligned with ENGIE’s core values and competencies Responsible for embedding standardised approaches and delivering overall customer satisfactionMaintaining a clear link between Home Energy strategy and performance requirements to operational delivery, ensuring this is clearly communicated to staffGrow and develop people within the assigned areaManage the impact of change within the ServiceResponsible for employee recruitment, staff development, performance management and disciplinary processes within assigned areaDevelop the most effective processes to undertake tasks and deliver excellent customer outcomesIdentify skill requirements to fulfil key tasksIdentify resources required to deliver core services, staffing and non-staffingUnderstand and implement key metrics, productivity and cost reduction initiativesMeasure and manage adherence against KPIs and associated outcomes at an individual and team level Ensure effective performance management and development of teamPromptly identify and mitigate against business / service risks and issuesPrevent failure demand through forward planning to promote value demandManage workload across all customer contact channels Ensure all key business requirements are implemented across the service area Contribute to the overall budgetary management of the service area, working closely with the service leadEnsures that relationships are built at every level, including client managers, third sector organisations and service recipients, to facilitate outcome led business objectives Participating and contributing to new business opportunitiesIdentifying and contributing to ongoing service improvements and supporting increased profit marginsAn easy to use and high-quality service for customersExcellent customer feedback Complaints minimised Overall management of customer queries and complaints in line with key business indicators and licence conditionsCustomer Contact processes and service levels agreed and achievedDemonstrates strong leadership and behaviours in all areas and leads to the service to meet agreed outcomes To ensure adherence to statutory requirements for Energy, internal policies, procedures and working practicesForward planning to ensure timescales and requirements are metPrioritise resources to meet performance challengesProvide business cases and options to implement new ways of working, resolve challenges and agree mitigation actionsTo do more with less and achieve top quartile performanceTo respect confidentiality and all Data Protection and information security principles at all timesFor more information about ENGIE please visit:  QualificationsQualified to degree level, or equivalent professional qualification OR previous specific relevant experience working at this level ExperienceExperience of undertaking a professional role within an Energy or utility related business environmentExtensive previous experience of undertaking an operational management role within a B2C customer contact environmentProven ability to perform consistently to key metrics, tight timescales with a high degree of visibilityExperience of delivering innovative solutions to service delivery in a transformational environment.Proven track record of developing and maintaining strong relationships at all levelsProven track record of delivering and maintaining quality outcomes for customersFor this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.This job advert is supported by the ENGIE Resourcing Team. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.  View full job description
JobCentre Plus 1 year ago
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