Head of Customer Service GB

## Opportunity Review: Head of Customer Experience - Distribution This review provides potential candidates with a comprehensive overview of the Head of Customer Experience role within SSEN Distribution, highlighting key advantages and considerations for career development.

Are you a visionary leader passionate about shaping exceptional customer journeys? SSEN Distribution is seeking a dynamic Head of Customer Experience to spearhead their customer service framework and cultivate a truly customer-centric culture. This is a significant opportunity to influence the future of energy distribution and drive innovation in customer engagement.

What Makes This Opportunity Stand Out?

This role offers a compelling blend of strategic responsibility and tangible impact, coupled with a highly attractive remuneration package and robust benefits. Here are the key advantages for ambitious professionals:

• Strategic Leadership: As Head of Customer Experience, you will have overarching responsibility for defining and implementing customer service strategies. This involves aligning culture, behaviours, processes, people, and offerings to meet current needs and anticipate future demands, positioning SSEN Distribution at the forefront of customer service innovation.
• Tangible Impact: You will be instrumental in building a scalable and flexible customer service organisation, directly enhancing the customer experience through innovative technologies like Amazon Connect. Your efforts will directly contribute to streamlining processes and boosting overall customer satisfaction and engagement.
• Financial Rewards: The advertised salary range of £101,000 - £151,400 reflects the seniority and strategic importance of this position. This is further enhanced by a car or car allowance, a performance-related bonus, and a comprehensive benefits package designed to support your financial wellbeing, personal health, and family needs.
• Career Growth and Development: This role provides a platform to develop and implement cutting-edge customer service strategies within a regulated industry. You'll gain invaluable experience in leveraging digital transformation to enhance customer satisfaction and will be at the forefront of customer vulnerability strategy. The commitment to a "Flexible First" approach also suggests a supportive work environment that values work-life balance.
• Resilience and Emergency Response: A unique aspect of this role involves responding to emergency events, including severe weather. This presents an opportunity to develop and demonstrate leadership in crisis management, ensuring the continuity of essential services and the safety of both customers and colleagues.
• Impactful Organisation: SSE is on a mission to be a leading energy company in a net-zero world, investing heavily in homegrown energy. By joining SSEN Distribution, you'll be part of an organisation powering millions of homes and businesses and contributing to a cleaner, more secure future.

Key Considerations for Your Career Path:

To excel in this role and maximise your career trajectory, consider the following:

• Regulatory Acumen: A strong understanding of the UK regulated environment, specifically licence obligations for electricity distribution and customer service requirements, is crucial. This foundational knowledge will enable you to navigate the complexities of the sector effectively.
• Leadership at Scale: The requirement for significant experience leading and motivating large, diverse teams across multiple locations is paramount. Your ability to inspire and guide individuals towards a shared vision will be a key determinant of success.
• Stakeholder Management: Excellent interpersonal and engagement skills are essential for influencing both internal and external stakeholders. Your ability to build consensus and drive positive outcomes will be critical in implementing customer-centric initiatives.
• Resilience and Decision-Making: The nature of the role, including emergency response, demands resilience, tenacity, and the proven ability to make effective decisions under pressure. A calm and decisive approach will be highly valued.
• Digital Transformation Drive: A proactive and forward-thinking approach to embedding digital strategies is a core requirement. Candidates with experience in leveraging technology to enhance customer experience will find this particularly engaging.
• Location Flexibility: The role offers flexibility with base locations in Perth, Reading, Portsmouth, or any SSEN licence area. Candidates should consider their preferred location and commute within the defined framework.

This Head of Customer Experience position is an exceptional opportunity for a seasoned leader to make a significant mark in a vital industry. If you possess the strategic vision, leadership prowess, and commitment to customer excellence, this role offers a rewarding path for career advancement and personal impact.