Job Description

Customer Service Centre Manager

Glasgow | £55.5k - £66.7k per annum (dependent on skills and qualifications)

Full-time | Hybrid

Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – HolidayPlus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.

REQ5807

Customer Service Centre Manager

We're looking for an experienced and inspiring contact centre leader to head up our Careline and Customer Service Centre teams.

You'll provide strategic leadership across our customer service operations, driving performance, developing high-performing leaders and ensuring every customer receives the high-quality, compassionate service they deserve.

We're also looking for someone who is passionate about innovation and continuous improvement. You'll help shape the future of our customer experience by embracing digital technologies, using insight to drive better outcomes and exploring opportunities to enhance the way we support our customers and colleagues.

Why join SGN?

There's never been a better time to join us. We're building a new Customer Service Centre at our Glasgow hub, giving you the opportunity to help shape the future of our customer service operation from the outset. You'll play a key role in establishing and embedding the culture, standards and ways of working from day one.

We care deeply about our customers and colleagues, and we're looking for a leader who shares that commitment. If you enjoy creating positive, high-performing teams where people feel valued and supported, you'll thrive here.

As we build our new Customer Service Centre, you'll have the opportunity to influence not only our culture and people, but also the technology, digital channels and ways of working that will shape our future customer experience.

You'll have the autonomy to improve services, develop people and make a real difference to the communities we serve.

At SGN, we deliver safety, warmth and comfort to homes and businesses. Every role plays an important part in that mission, and this role is no exception, here is how you will contribute…

• Lead and inspire our Customer Service and Careline teams to deliver outstanding performance, ensuring we consistently achieve our operational objectives while meeting quality, compliance, assurance and reporting standards.
• Champion outstanding customer service, helping SGN achieve its ambition to be a top-performing GDN for customer satisfaction and complaint handling, while delivering inclusive, accessible services for all customers, particularly those in vulnerable situations who need our support the most.
• Create an engaging, inclusive and supportive working environment where colleagues can thrive, leading on engagement, wellbeing and people performance in line with our values.
• Build strong relationships with internal and external stakeholders, influencing service improvements and ensuring every customer receives an accessible, inclusive service.
• Lead, coach and develop a team of managers, empowering them to build confident, high-performing teams and create a culture where people take pride in delivering exceptional service and continuously improving.
• Champion innovation and continuous improvement, identifying opportunities to use digital technology, Salesforce, omnichannel services and AI to improve customer outcomes and operational performance.
• Use insight, data and operational experience to identify opportunities to improve performance, enhance the customer journey and deliver excellent outcomes for both customers and colleagues.

What you'll bring

• Proven experience leading customer service operations within a contact centre environment, with responsibility for multiple teams and the leadership of managers.
• A strong track record of improving performance, increasing engagement and delivering consistently excellent customer outcomes through continuous improvement.
• Experience developing and coaching leaders, building capability and creating high-performing, accountable teams.
• Experience working on service improvement initiatives within a contact centre environment desirable, including the use of CRM platforms such as Salesforce, omnichannel customer journeys or AI-enabled solutions.
• A curious and innovative mindset, with the ability to identify opportunities to improve customer experiences, embrace new technology and lead teams through change.
• Experience working within a regulated environment, with a sound understanding of compliance, assurance frameworks and operational governance.
• Strong knowledge of customer service operations, including complaint handling, escalation management and supporting customers in vulnerable situations with empathy and professionalism.
• Excellent communication, influencing and decision-making skills, with the ability to build credibility with senior stakeholders and lead sustainable operational improvement.
• If you're passionate about developing people, improving services and creating outstanding experiences for customers, we'd love to hear from you.

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.

About us | Benefits |Diversity and inclusion

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone. >