Customer Relations Manager

We are looking for a Customer Relations Manager to join our team!

This role is ideal for someone who understands what exceptional customer service looks like and can engage with their team to deliver this. Someone with the ability to coach and develop their staff.

In this role every day is different, you need to be able to adapt accordingly regardless of the situation. We'd love you to have a positive 'can do' attitude. This role can be challenging, therefore it is important to role model positivity and be flexible to support other areas within the Customer Contact Centre.

Roles & responsibilities will include, but are not limited to:

- Support and manage a team of advisors whose primary role is to deal with and resolve customer complaints/enquiries.

- Managing resource and workload - ensuring that complaint/enquiries are logged investigated and resolved in an efficient manner.

- You will work with our SSEN Regions and Connections Business to find and agree solutions to improve our customers experience as well as resolving their complaints.

- Identify and address any underlying concerns to achieve a satisfactory resolution for both our customers and SSEN teams. Coaching teams to resolve issues at first point of contact.

- You will oversee your teams wellbeing and support them to perform and meet agreed regulatory targets. Working to company procedures and following them correctly when carrying out performance development, disciplinary and sickness issues.

Experience of managing teams to meet and exceed business targets.

- Experience of providing outstanding customer service, networks, complaints handling.

- Ability to absorb important information, attention to detail, patient, show empathy and sympathetic.

- Working in a high-pressure environment and adapting to business change.

- Problem solve to get the best resolution for the member of staff or customer.

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.

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.