Are you ready to power everyday life for millions? Join #TeamPowergrid and power your career!
An exciting opportunity has arisen to join a forward-thinking organisation powering 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire, and northern Lincolnshire areas. Northern Powergrid is committed to creating a greener energy system while delivering exceptional customer experiences and setting new standards in the energy sector.
As a Customer Service Improvement Project Manager you will be responsible for driving improvement in the Customer Service offering at Northern Powergrid. You will work with the team to successfully develop existing processes whilst also delivering new initiatives to improve the customer service proposition resulting in a 10 out of 10 service. This role involves high levels of collaboration and the ability to influence across the company.
Along with a competitive salary between £45,000- £50,000, we also offer great benefits such as:
- Up to 15% Performance Bonus
- 25 days holiday plus bank holidays and the ability to trade holidays as tenure increases
- Excellent opportunities for career growth
- Onsite parking
We’re excited to hear from candidates with a passion for our company and the industry and a desire to succeed. Apply now and we’ll be in touch.
Key Responsibilities
- Champion improvement in customer service, delivering tactical and strategic initiatives on time, to the expected quality requirements and within budget.
- Generate and develop ideas to continually improve our service offering – using voice of the customers, industry insight and best practice in Customer Service as a guide.
- Create and maintain collaborative relationships with key business stakeholders and customers to enable successful deployment of the customer service improvement programme.
- Facilitate, lead and support workshops and meetings with appropriate stakeholders (including the SLT), including planning, facilitation, and action follow up. Take direction from senior leaders working through deliverables to completion and to the highest standards.
- Perform quantitative and qualitative analysis to inform actions, using a range of data sources to underpin recommendations.
- Create and deliver engaging communications for colleagues so they can see the progress against improvement plan initiatives, whilst having a mechanism for feedback.
- Ability to analyse information and recommend improvement propositions.
- Ability to adapt to changing demands and priorities
- Strong problem-solving skills and attention to detail
- Ability to work on concurrent tasks whilst meeting agreed deadlines
- Ability to work with and influence senior stakeholders
Essential Qualifications & Experience
- Evidence of successfully delivering improvement and change initiatives/projects.
- Experience working in either a customer focussed or utilities function, completing similar responsibilities.
- Evidence of developing customer service improvement propositions.
Desirable Qualifications & Experience
- Evidence of successfully delivering customer service improvement and change initiatives.
- Project management experience in a fast-paced customer service environment
- Relevant University Degree
- The ability to think critically and openly whilst being able to display complex information simply.
Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.
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