Senior Customer Performance Manager
Strengthen. Focus. Grow
The future of energy is changing, and we need to be ready to help the people of the UK transition to greener homes.
We’re evolving Services & Solutions to meet our business needs, now and in the future.
We know what we need to do to be successful; we just need to get on and do it now.
Customers just want us to deliver the right job at the right time and get through to us easily. All at the right price of course.
We have great products and services that we know customers want, but to be successful we need to grow.
To get where we’re going, we need a Senior Customer Performance Manager who will be responsible for delivering sustainable performance improvement, in line with the business units medium and long term customer and commercial goals, whilst managing and mitigating associated risk.
Key accountabilities
Deliver sustainable performance improvement in line with the business units medium and long term customer and commercial goals, whilst managing and mitigating associated risk
Using root cause analysis, data insights and best practice, identify barriers to exceptional customer delivery and develop strategies to improve, in order to deliver operational, commercial and strategic objectives
Work in line with our safety, regulatory and industrial relations frameworks and commitments, owning and driving improvements to our customer service and colleague experience
Develop and nurture relationships with key stakeholders to ensure effective engagement and delivery of performance improvements
Lead, coach and influence colleagues at a variety of levels to identify opportunities and deliver strategies to improve customer outcomes, setting ambitious targets, improvement plans and providing operational governance
Oversee our customer holdings and identify, drive and lead improvement opportunities for local marketing and growth, including community outreach, whilst acting as a brand ambassador
Requirements
A proven track record in delivering significant service improvements, driving positive commercial outcomes and managing and mitigating risk
Excellent analytical and problem solving skills with the ability to analyse data, formulate insight, conduct route cause analysis and remove barriers to service
Experience of working in a regulated and unionised environment where safety is a pre requisite and critical part of the function
A strong stakeholder and relationship manager with the ability to influence at all levels
Experience of setting and managing operational governance
A self starter, with experience of proactively identifying and driving process improvements that drive commercial benefits
An experienced leader with a passion for collaboration and confident in ambiguous situations with the gravitas to influence improvements
Our people are the beating heart of our business. We are incredibly proud of our commitment to being FlexFirst. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs. We embrace the opportunity to give our colleagues a choice to work from anywhere whilst still ensuring they can connect and engage with their teams through office days, employee networks and virtual events.
In addition, after listening to what matters most to them, we have tailored our well-being & benefits package around our employees.
Competitive salary and bonus potential
Up to £580 Employee Energy Allowance
Pension scheme
Electric car lease scheme
- 33 days holiday allowance, inclusive of public holidays, and the option to buy up to 5 additional days
️ ️Excellent range of flexible benefits, including technology vouchers & travel insurance
We are committed to creating a cleaner and greener future. And we’re making big changes to help us get there. That means cutting customers' emissions and our own to reach net zero. And because our people are the beating heart of our business, we will continue to champion inclusivity, develop future skills and invest in our local communities to create a better world for everyone. As part of our reforestation project with WeForest, for every new employee that joins our family, we plant trees in underprivileged areas in Tanzania to offer farming and wildlife economy opportunities for locals.
#LI-BGAS
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.