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Job description

In this role, you will lead Customer Services, managing the contact centre, CS Dispatch performance, complaint resolution, failure management and regulatory compliance. This role encompasses team leadership, business reporting, training delivery, and administration of customer incentive schemes. The CS Lead will drive operational excellence through data analysis, staff development, and process improvement whilst ensuring inclusive service delivery and customer satisfaction across all touchpoints.

Responsibilities

• Training Support and Development - Proactively support the Customer Services and Operations Manager in assessing training requirements and compliance obligations across Customer Services.
• Leadership and Management - Provide effective leadership and management of direct reports through regular performance appraisals, goal setting, and professional development planning.
• Contact Centre - Lead and motivate customer advisors to handle telephone calls, emails and prepayment faults ensuring efficient and inclusive service delivery in line with ISO 22458.
• Manage the receipt and timely issuance of prepayment (PAYG) faults reported by customers to engineers, ensuring compliance with Standards of Service response time requirements.
• Identify and address any gaps whilst ensuring existing Customer Services procedures are fit for purpose through continual monitoring and review.
• Customer Incentive Administration - Manage comprehensive administration of customer connection incentive claims.
• Customer Info Box (Email) - Manage all emails received and ensure responses are sent in line with regulatory and licence requirements.
• CS Manage Reports - Compile, produce and maintain Customer Services management reports relating to operational activities, service delivery, and performance metrics to develop processes and procedures that drive continuous improvement.
• Policy Implementation - Assist in implementing policies, processes, and procedures relevant to Customer Services.
• Act as point of contact for complaints within CS and responding to all complaints and enquiries received from customers, CCNI, and political representative in line with statutory response times.
• Projects Assist in the development, testing, training and implementation of new projects.
• Work collaboratively with the Customer Services and Operations Manager, Training and Compliance Lead and Customer Operations Lead to provide mutual support during periods of absence, ensuring continuity of service.
• Establish, develop, and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix’s corporate objectives.
• Observe and comply with policies and procedures for Health and Safety at Work and observe and continually promote equal opportunities and customer care in compliance with organisational aims and objectives.
• Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
• To promote and adhere to the workplace values of Respect All, Dynamic, Forward Looking, Serving Community Needs and Excel Together.
• Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and to meet the changing needs of the organisation.

Skills and Qualifications

Essential Skills

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
• At least three years’ management experience in a contact centre or customer service environment.
• Proven experience managing complaint resolution processes.
• Experience with performance management and team development.
• Strong leadership and people management skills with the ability to motivate and develop teams.
• Excellent complaint handling and conflict resolution abilities.
• Strong analytical skills with the ability to interpret data and identify trends.
• Proficient in developing management reports and performance metrics.
• Excellent written and verbal communication skills.
• Ability to work collaboratively across departments with external stakeholders.
• Proficiency in customer service systems and Microsoft Office Applications.

Desirable Skills

• Business administration qualification
• Gas industry or utilities sector training certifications
• Contact centre management certification or qualification
• Experience in a regulated industry environment (utilities, healthcare, financial services).
• Experience developing and implementing service procedures.
• Gas industry or utilities sector experience.
• Experience managing fault dispatch coordination or field service management.
• Experience in compliance monitoring or audit processes.
• Experience managing training delivery or coordination.
• Knowledge of ISO 22458 vulnerability awareness standards.
• Understanding of utility industry Standards of Service requirements
• Presentation and facilitation skills for training support.
• Knowledge of adult learning principles for training coordination.