Customer Service Coach

About the Role

Base Location: Perth

Salary: £31,339 - £35,892 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: 12 month Fixed Term Contract | Full Time | Flexible First options available

SSEN’s Customer Contact Centre prides itself on delivering the highest levels of customer service to our 3.5 million distribution customers throughout the north of Scotland and central southern England. We quickly respond to customers emergency power cuts.

As a Customer Service Coach, you will randomly listen to calls taken by advisors, progress reporters, complaints and priority services advisors. This is done to monitor the quality and information that has been given to the customer, to ensure that the quality is meeting the standard required to assist in achieving our ED2 Targets and scoring 9.4 or above in the Broad Measure Tables.

Key responsibilities include –

- Providing feedback of all calls monitored to staff on a face-to-face basis.

- Discuss areas of learning and suggestions on how to improve the service quality with the individual and pass to the Manager for information.

- Select example calls to be played in group sessions called Sharing Sessions where calls are profiled and discussed within the group to share best practices, discuss good and bad habits, helping to ensure that the quality is consistent and of a very high standard.

What do I need?

To be considered for this role, we would love you to have:

-Excellent interpersonal skills, with the ability to build rapport and demonstrate an understanding of different coaching models.

-Clear, consistent, and professional verbal communication skills.

-Proven customer service experience, with a track record for providing a high standard of customer service.

- Ability to effectively manage your time and be able to work under pressure with a variable workload.

- Take responsibility for continued future learning and share knowledge with your team.

About our Business

SSEN Distribution powers 3.9 million homes and businesses in communities across central southern England and the north of Scotland. Our team of more than 4,200 highly skilled people keep customers connected to a safe and reliable supply of electricity whilst developing the flexible networks that are vital for the future. We power communities to thrive today and create a net-zero tomorrow. Why not join us and help power change, we're looking for great people who love working with others to achieve great results. You'll be empowered to make the right decisions for our customers and have the space to take accountability for the work you do. You'll be working as part of a bigger team, enabling net-zero, so team work will be essential. As a part of our business, you become part of something bigger – an established company with a reputation for looking after our people, offering secure and rewarding roles where safety is our number one priority.

What's in it for you?

We offer an excellent package with 34 days annual leave entitlement. 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 encourage applicants from all protected characteristics and commit to providing any reasonable adjustments you need during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.

What happens now?

All applications should be made 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 flexibly requirements or adjustments you may require throughout the recruitment and selection process, please contact fiona.smith@sse.com / 01738 340954.

Before commencing your role with SSE, you'll need to complete our pre-employment screening process. This will consist of a criminality and credit check.

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